Senior Manager - Quality US Healthcare
Senior Manager - Quality US Healthcare
Pranay Kumar
May 3, 2019
1594
0
Senior Manager - Quality US Healthcare
12 - 20 yrs
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- Aspiring being ambitious about providing the highest standards of delivery and embedding them in the team
- Strong facilitation and sound leadership skills
- Customer orientation and Client handling
- Excellent English written & verbal communication skills
- Communication and interpersonal skills, including the capacity to articulate the case for project approvals , prioritization and alternatives in the language of business
- Ability to develop cohesive working relationships with functional units
- Strong conceptual skills (business models, frameworks, standards) and analytical skills to craft, execute, and oversee initiatives
- Strong knowledge in Content digitizing and Book publishing
- Mastery in interpretation & application of statistical & management tools
- Project planning, managing & presentation skills
- Training skills on Quality concepts
- Ability to contribute to key business review, technical discussion and reviews with leadership team Ability to maintain a positive attitude in high stress / fast paced work environment
- Make decisions with minimal supervision A good team player, result driven, dependable and possess Attention-to-Details
- Display flexibility depending on business needs and organization strategy
- Act as a Catalyst and driver for change and Champion for continuous performance improvement
- Identify & translate the customer requirements and expectations into specifications as part of Quality Planning for Healthcare accounts
- Set up Quality standards & measures as part of Quality planning and on ongoing basis
- Review & monitor the performance of assigned Healthcare accounts with relevant data like internal audit score, defect density, customer feedback, resource utilization etc.
- Identify areas of improvement from the SLA, business strategy, metric and initiate improvement projects
- Mentor and support improvement projects in sub-verticals such as Data Conversion, Digitizing content, Data mining, Email & Chat Support, Content writing and Composition
- Challenge the status quo, be committed to ongoing learning, and continually raise the bar in terms of individual, team and each sub-vertical business performance
- Instill periodic reorientation of job responsibilities and up-skill staff competence
- Managing teams performance with the defined objectives and functional responsibilities.
- Recommend functional improvements and leverage the team capabilities.
- Determine training needs for team and to deliver internal training- Coach YBs & GBs
- Identify key business pains through internal and external stakeholders and recommending action plans to improve
- Identify & resolve key business pains through Six Sigma approach
- Monitor and measure the Improvement project effectiveness and the performance of the project leaders and teams.
- Meet and exceed savings target through improvement projects across sub-verticals
- Draft plans to sustain ability to meet and exceed customer requirements from time to time
- Review Corrective and Preventive Action (CAPA) reports and ensure effectiveness
- Handle changes to clients expectation and aligned to organization execution strategy
- Initiate and support proper change management process with cross-functional teams
- Define & ensure adherence of Quality controls and standards using in-house Quality portal
- Direct and support Quality Managers /Leads / Analysts in carrying their key responsibilities, technical tests for existing / new application
Monitor, benchmark and improve team performance. Increase employee retention. - Oversee periodic evaluation and calibration
- Handle escalation from clients, internal stakeholders and from the team
- Support management objective to improve Quality, productivity and identifying technology driven platforms for Books conversion, content digitization etc.
- Share best practices across other verticals and other Business Units
- Six Sigma Black Belt Certification.
Salary: Not Disclosed by Recruiter
Industry:BPO / Call Centre / ITES
Functional Area:ITES , BPO , KPO , LPO , Customer Service , Operations
Role Category:Quality
Role:Team Leader-Quality Assurance/Quality Control
Employment Type:Permanent Job, Full Time
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