Job Details:
- Location: Taguig City (100% Onsite).
- Work Schedule: Day Shift.
- Start Date: ASAP.
Role Overview:
- Reporting directly to the Director/VP, you will be responsible for developing and implementing enterprise-wide quality strategies, driving continuous improvement initiatives, and leading high-performing quality teams.
- This role requires a strong background in Healthcare BPO quality management, client engagement, and operational excellence.
Key Responsibilities:
- Lead end-to-end Quality Management across multiple Healthcare BPO programs.
- Design, implement, and continuously improve strategic Quality Assurance frameworks.
- Drive quality improvement initiatives using Lean, Six Sigma, COPC, and other industry best practices.
- Analyze performance metrics, identify trends, conduct root cause analysis, and implement corrective actions.
- Partner with Operations, Training, Analytics, and Process Excellence teams to improve customer experience, compliance, and operational performance.
- Lead digital transformation initiatives utilizing AI, Machine Learning (ML), Robotic Process Automation (RPA), and automated QA solutions.
- Manage client relationships and serve as a trusted advisor on quality and process improvement initiatives.
- Mentor and lead Quality Leads, Assistant Managers, Managers, and Senior Managers while driving talent development and succession planning.
- Foster a culture of innovation, continuous improvement, and customer excellence.
Qualifications:
- Bachelor's or Master's Degree.
- Minimum 10 years of Quality Management or Process Improvement experience within a Healthcare BPO environment.
- Recent experience leading Quality teams in the Healthcare domain.
- Strong expertise in Six Sigma, Lean, and COPC methodologies.
- Green Belt or Black Belt Certification is highly preferred.
- Experience leading digital transformation projects involving AI, RPA, ML, or automated quality solutions.
- Proven experience developing and managing strategic Quality Assurance frameworks.
- Strong client-facing and stakeholder management experience.
- Experience leading BPaas quality transitions and managing large-scale quality operations is an advantage.
- Excellent communication, presentation, leadership, analytical, and problem-solving skills.
- Candidates who can join immediately or within 10 days are highly preferred.
Benefits:
- Competitive salary package.
- Comprehensive health insurance.
- Paid leave and holidays.
- Career growth and development opportunities.
- Collaborative and inclusive work environment.
- Modern office facilities.
