Senior Manager - Quality US Healthcare

Senior Manager - Quality US Healthcare

Senior Manager - Quality US Healthcare

Senior Manager - Quality US Healthcare

Exela Technologies

 12 - 20 yrs  


    • 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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