Senior Quality Manager

5 days ago

Taguig, National Capital Region, Philippines Access Healthcare Services Manila, Inc. Full time $90,000 - $120,000 per year

Access Healthcare is looking for a highly skilled and experienced Quality Analyst Manager with a strong background in managing quality assurance processes within a Business Process Outsourcing (BPO) environment.

The ideal candidate will have a keen understanding of healthcare processes, excellent leadership skills, and a proven track record of driving continuous improvement in service delivery.

Responsibilities:

  • Develop, implement, and manage quality assurance processes to ensure compliance with healthcare standards and BPO industry best practices.

  • Lead a team of Quality Analysts to conduct regular audits, assessments, and evaluations of operational processes.

  • Collaborate with training teams to design and implement training programs that address identified quality gaps.

  • Provide ongoing coaching and feedback to team members to enhance their performance and adherence to quality standards.

  • Establish key performance indicators (KPIs) for quality assurance and monitor performance against these metrics.

  • Analyze data trends to identify areas for improvement and recommend corrective actions.

  • Work closely with operations teams to identify and implement process improvements that enhance overall service quality.

  • Drive initiatives to streamline workflows and optimize efficiency.

  • Interface with clients to understand their quality expectations and ensure that service delivery meets or exceeds these expectations.

  • Address client concerns and collaborate on solutions to enhance service quality.

  • Stay updated on relevant healthcare regulations and BPO industry standards.

  • Ensure that the organization remains compliant with all applicable regulations.

Qualifications:

  • At least 10 years of experience in a management role within a BPO setting, preferably in healthcare processes.

  • Must have at least 1+ years of Training and mentoring candidates for Black Belt is highly required

  • Must have working experience of transformational quality experience and process excellence.

  • Black Belt certified

  • Green Belt certification will be good as well.

  • Should have experience in working on Black Belt projects.

  • Strong interpersonal, people management and communication skills

  • Good decision making, data interpretation, and conflict management

  • Excellent attitude with pro-active approach and collaboration

  • Excellent interpersonal skills to build and maintain productive lasting relationships, even in difficult situations, with diverse people spanning internal/external organizations

  • Excellent oral, written and presentation skills

  • Manage change, ability to respond effectively to change, and ability to interpret and execute process transition

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