Quality Manager (Healthcare Account)
Lennor Group View all jobs
- Ortigas Center, Pasig City
- Permanent
- Full-time
- Lead and manage the Quality Assurance (QA) team supporting a US Healthcare account.
- Oversee auditing processes to ensure compliance with client standards, regulatory requirements (e.g., HIPAA), and internal policies.
- Develop, implement, and enhance quality frameworks, scorecards, and monitoring systems.
- Analyze audit results, identify performance gaps, and drive corrective and preventive action plans.
- Partner with Operations, Training, and Client Services teams to improve overall service delivery.
- Present quality performance reports, insights, and recommendations to senior leadership and clients.
- Conduct calibration sessions to ensure scoring consistency and alignment with client expectations.
- Drive continuous improvement initiatives to increase CSAT, reduce errors, and improve compliance metrics.
- Mentor and develop QA supervisors and analysts through coaching and performance management.
- Ensure readiness for internal and external audits.
- Minimum 5 years of experience as a Quality Manager in a BPO setting.
- Proven experience handling US Healthcare accounts.
- Strong background in auditing, compliance, and people management.
- In-depth knowledge of US healthcare processes, regulations, and HIPAA standards.
- Experience managing large QA teams and driving performance improvements.
- Strong analytical, reporting, and presentation skills.
- Excellent communication and stakeholder management abilities.
- Amenable to onsite reporting in Ortigas.
- Willing to work nightshift schedule.