QA Supervisor Healthcare BPO

QA Supervisor – Healthcare BPO | Process Improvement & Process Design

Job Summary

We are looking for an experienced QA Supervisor to lead quality assurance activities for a Healthcare BPO account while driving process improvement, process documentation, and operational excellence initiatives.

Key Responsibilities

Process Improvement & Operational Excellence

• Identify inefficiencies, process gaps, bottlenecks, risks, and opportunities for standardization and improvement based on quality findings and operational data.
• Lead or support continuous improvement initiatives using Lean, Kaizen, Root Cause Analysis, 5 Whys, Fishbone Diagrams, Pareto Analysis, and other structured problem-solving methodologies.
• Conduct detailed process mapping and documentation of current-state/AS-IS workflows, activities, controls, dependencies, handoffs, inputs, and outputs.
• Collaborate with business stakeholders and Subject Matter Experts to understand process requirements and operational considerations.
• Support the development of future-state/TO-BE process designs, including improved workflows, roles, responsibilities, handoffs, controls, and service delivery considerations.
• Support the implementation and adoption of process changes and monitor results to ensure improvements are sustainable.
• Track and report the impact of process improvement initiatives on quality, productivity, efficiency, customer experience, and other relevant KPIs.

Process Documentation & Knowledge Management

• Develop and maintain process maps, workflow diagrams, Standard Operating Procedures (SOPs), work instructions, job aids, and other process documentation.
• Ensure documentation accurately reflects approved processes and operational standards.
• Create and update training materials and knowledge assets to support onboarding, knowledge transfer, and process changes.
• Document process controls, risks, compliance requirements, and quality checkpoints to support governance and audit readiness.
• Ensure the accuracy, completeness, consistency, and quality of all process and knowledge documentation.
• Maintain document repositories, version control, and organization of process and knowledge materials.
• Identify gaps, inconsistencies, or outdated documentation and escalate or resolve issues with relevant stakeholders.

Stakeholder & Cross-Functional Collaboration

• Collaborate with front-line teams and SMEs to validate process maps, workflows, and improvement opportunities.
• Support transformation, migration, transition, or operational improvement initiatives where applicable.
• Communicate quality insights, process risks, and improvement opportunities to leadership and relevant stakeholders.
• Facilitate discussions and working sessions to gather process requirements and align stakeholders on improvement initiatives.

Performance Analytics & Reporting

• Analyze quality, operational, and process performance data to identify trends and improvement opportunities.
• Develop and maintain dashboards, reports, and performance trackers.
• Define and monitor KPIs to measure the effectiveness and sustainability of implemented process improvements.
• Present findings, root causes, improvement recommendations, and project outcomes to leadership and stakeholders.

Qualifications & Requirements

Must-Have Requirements

• Bachelor's degree in Business Administration, Healthcare Administration, Operations Management, Industrial Engineering, Education, or a related field.
• At least 4–6 years of experience in Quality Assurance within a BPO or Shared Services environment.
• Experience supporting a Healthcare BPO account is highly preferred.
• Demonstrated experience in process improvement, continuous improvement, process analysis, or operational excellence initiatives.
• Hands-on experience conducting AS-IS and TO-BE process mapping and workflow analysis.
• Experience identifying process inefficiencies, root causes, risks, and opportunities for standardization.
• Experience developing and maintaining:

1.SOPs 2. Process maps and workflow diagrams 3. Work instructions 4. Job aids

5.Training materials 6.Knowledge documentation

• Strong understanding of Root Cause Analysis and structured problem-solving methodologies, including: 1.5 Whys. 2.Fishbone/Ishikawa Diagram 3.Pareto Analysis 4.Corrective and Preventive Action Planning
• Experience using process mapping or diagramming tools such as MS Visio, Lucidchart, Miro, or Microsoft PowerPoint.
• Strong Excel skills, including formulas, data analysis, PivotTables, and reporting.
• Ability to analyze quality and operational data and translate findings into actionable improvement initiatives.
• Strong stakeholder management, communication, facilitation, and presentation skills.

Core Competencies

• Process Improvement
• Continuous Improvement
• Process Mapping & Workflow Design
• AS-IS / TO-BE Process Analysis
• Root Cause Analysis
• Operational Excellence
• SOP & Process Documentation
• Data Analysis & Reporting
• Stakeholder Management
• Problem Solving
• Change Management
• Cross-Functional Collaboration

Preferred Qualifications

• Lean Six Sigma Yellow Belt, Green Belt, or equivalent Continuous Improvement certification.
• Experience with Kaizen, Lean, or other Continuous Improvement methodologies.
• Experience supporting transformation, migration, transition, or shared services initiatives.
• Familiarity with Power BI, Tableau, or other data visualization tools.
• Experience working in a highly regulated environment, particularly Healthcare or Healthcare Operations.
• Knowledge of process governance, controls, risk management, compliance, and audit requirements.
• Experience working with global or cross-functional teams.