Overview
Quality Assurance Supervisor (BPO) Jobs in Cebu, Central Visayas, Philippines at MedImpact International
Title: Quality Assurance Supervisor (BPO)
Company: MedImpact International
Location: Cebu, Central Visayas, Philippines
Role Summary
The PIC Team Manager will be the principal architect of the Quality Management System (QMS) for MedImpact Philippines. This is a "Ground Up" leadership role responsible for defining quality standards, selecting auditing tools, and hiring a high-performing team of analysts. The goal is to move the organization from reactive monitoring to a proactive, data-driven quality culture that ensures ≥98% SLA adherence and 95% SOP compliance.
Foundational Responsibilities
- Framework Design: Build the end-to-end quality framework, including scorecards, calibration workflows, and dispute resolution processes.
- Tech Stack Selection: Evaluate and implement QA software and speech analytics tools to automate monitoring and improve sample sizes.
- Recruitment & Training: Recruit, onboard, and mentor a founding team of Quality Analysts.
- SOP Standardization: Partner with HR and Ops to audit existing Standard Operating Procedures (SOPs) and establish a "Source of Truth" for all business processes.
- Reporting Architecture: Develop and maintain a Quality Dashboard (integrated with Power BI) to provide real-time insights into floor performance and compliance risks.
Ongoing Core Duties
- Calibration Leadership: Lead weekly calibration sessions with Operations ensure alignment between QA scores and operational reality.
- Root Cause Analysis (RCA): Conduct deep-dive analysis on bottom-performing cohorts and provide actionable coaching insights to Team Leads.
- Compliance & Risk: Ensure all quality processes meet healthcare industry regulations and PBM-specific audit requirements.
- Continuous Improvement: Identify process bottlenecks and spearhead Six Sigma or Lean projects to drive operational efficiency.
Required Education and Experience
- Education: Bachelor’s degree in Business, IT, or a related field. Six Sigma (Green or Black Belt) or COPC certification is a significant advantage.
- Experience: At least 5–7 years in Quality Management, with at least 2 years in a leadership role. Direct experience in building or scaling a QA department is required.
- Industry Knowledge: Deep understanding of BPO operations; experience in Healthcare or PBM is highly preferred.
Technical & Strategic Skills
- Data Visualization: Advanced proficiency in Power BI or Tableau to turn raw audit data into strategic stories.
- Analytical Mindset: Ability to identify trends in unstructured data and translate them into coaching opportunities.
- Change Management: Proven ability to influence Operations and "sell" the value of quality to skeptical stakeholders.
