Associate Director, Quality - Healthcare (Taguig | Onsite | Dayshift)
100000 - 180000 PhpFull-time
Gratitude Inc
Role Overview:
We are seeking an Associate Director of Quality to lead strategic quality initiatives for our Healthcare BPO operations. You will design and implement quality frameworks, drive Six Sigma and Lean projects, and champion customer experience, cost optimization, and compliance across multiple business units . Key Responsibilities: Manage end-to-end Quality processes across all business units Design and implement robust QA frameworks, including measurement criteria, sampling design, and governance Drive process improvement using Six Sigma, Lean, COPC, Agile, and Design Thinking methodologies Partner with Operations, Training, and Analytics teams to deliver client-critical metrics Leverage AI, RPA, and ML tools to enhance customer journey and operational efficiency Manage and develop a team of Quality Leads, Managers, and Senior Managers Lead client interactions and ensure delivery of business-critical metrics Manage compliance and business risk across all accounts Qualifications: Bachelor's or Master's Degree – required 10+ years Quality Management or Process Improvement experience in a Healthcare BPO environment – required Recent Healthcare Quality Management experience – required Strong expertise in Six Sigma and Lean; Green Belt/Black Belt certification highly preferred Experience leading digital transformation projects using AI and RPA toolsVacancy posted 12 hours ago
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