Job title: Associate Director, Quality Account: Healthcare Domain Work setup: On-site in Taguig (5 days a week) Work shift: Day shift

Gratitude Inc

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5 days ago

Job title: Associate Director, Quality Account: Healthcare Domain Work setup: On-site in Taguig (5 days a week) Work shift: Day shift

3-7 Year(s)

Manila (Taguig)

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Job Description

Key Skills

BPO Healthcare.

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RESPONSIBILITIES:

Business Delivery:

• Manage the end-to-end Quality process for all business units, ensuring robust measurement frameworks, audits, and performance metrics are established and tracked
• Monitor performance through KPIs and analytics to identify trends, gaps, and improvement opportunities
• Create & implement a robust QA framework including measurement criteria, sampling design, insights and analysis structure & governance. In touch with industry standards of QA practices and partnering with cross-functional teams to bring it to life
• Partner with operations, training, Process Excellence, Analytics to deliver on key customer and compliance metrics for the site.
• Enhanced client delivery through process improvement and automation. Reduce business costs through innovation and automation.
• Working knowledge of Automated QA, QMS, ML, AI & RPA practices. Usage of strategic tools like Six Sigma, Lean, design thinking & agile tools to always stay ahead of competition and create a niche brand for the business and client.
• Promote a culture of agility, innovation, and continuous improvement.
• Mentor and lead teams in process redesign and quality improvement projects
• Develop and execute change management plans to ensure successful adoption of new processes
• Manage health of compliance and business risk for all accounts by preempting risks and managing it timely manner
• Partner with training on TNI and advisor improvement journey

People Delivery:

• Manage a team of quality Leads, AM’s, Managers & Sr. Managers for various businesses.
• Plan people development and succession planning for team.
• Identify KSA and plan upskilling of the team to meet business and industry standards.
• Responsible for people’s annual goals and month-on-month review
• Create a culture of Customer Experience across all teams.

What We Offer:

We are committed to providing a supportive and rewarding
work environment. In addition to a competitive salary, we offer:
 Comprehensive health insurance coverage.
 Generous paid time off and holiday leave.
 Opportunities for career development and advancement.
 A collaborative and inclusive company culture.
 Modern, well-equipped work facilities.

Role

Quality Manager

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Functional Area

ITES / BPO / Customer Service

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