AD - Quality (Payer)

• Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they ‘make it happen’ for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource’s inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.

Role:

• Manage and implement quality methodologies such as six sigma, Lean & COPC, at least 7 years in BPO sector.
• Working closely with clients to understand requirements and business critical measurements, ensuring appropriate standard of quality monitoring and measurement is implemented to achieve exceptional quality.
• Proactive management of identifying trends, producing root cause analysis and providing solutions
• Innovate and improve processes.
• Knowledge of Industry tools including but not limited to AI, RPA, ML and application to improve customer journey.

Key Performance Indicators

Business Delivery:

• Manage the end-to-end Quality process for all business units, ensuring robust measurement frameworks, audits, and performance metrics are established and tracked
• Monitor performance through KPIs and analytics to identify trends, gaps, and improvement opportunities
• Create & implement robust QA framework including measurement criteria, sampling design, insights and analysis structure & governance. In touch with industry standards of QA practices and partnering with cross functional teams to bring it to life
• Partner with operations, training, Process Excellence, Analytics to deliver on key customer and compliance metrics for the site.
• Enhanced client delivery through process improvement, automation. Reduce business costs through innovation and automation.
• Working knowledge of Automated QA, QMS, ML, AI & RPA practices. Usage of strategic tools like six sigma, lean, design thinking & agile tools to always stay ahead of competition and create a niche brand for the business and client.
• Promote a culture of agility, innovation, and continuous improvement.
• Mentor and lead teams in process redesign and quality improvement projects
• Develop and execute change management plans to ensure successful adoption of new processes
• Manage health of compliance and business risk for all accounts by preempting risks and managing it timely
• Partner with training on TNI and advisor improvement journey

People Delivery

• Manage a team of quality Leads, AM’s, Managers & Sr. Managers for various businesses.
• Plan people development and succession planning for team.
• Identify KSA and plan upskilling of the team to meet business and industry standards.
• Responsible for people’s annual goals and month-on-month review
• Create a culture of Customer Experience across all teams.

Experience

• Preferred Educational Qualifications Graduate/Postgraduate
• 10 years of experience in quality management, process improvement, or a related field
• Strong expertise in leading Six sigma, lean projects. Green Belt/Black Belt certification preferred
• Experience in leading digital transformation projects using AI & RPA tools.
• Experience in creating and managing strategic QA framework.
• Experience in leading client interactions
• Experience in leading BPaas quality systems transitions and manage BPaas businesses

Critical:

• Excellent communication & presentation skills.
• Planning and Execution skills.
• Ability to proactively identify current and future needs of the Center.
• Good Interpersonal skills and analytical skills
• Ability to manage Customer critical metric performance.
• Self-driven and Assertive

Personal Attributes/Traits

• Collaborative & consultative
• Socially confident
• Achievement oriented
• Creative
• Analytical
• Communicative
• Agile

Competencies

• Business Foresight –Ability to strategize & demonstrate deep business insight that helps identify & develop strategic opportunities.
• Influencing
• Fostering partnerships with internal and external stakeholders
• Working across boundaries – collaborative working towards a “One Firstsource” identity
• Decision making and problem-solving skills.
• Driving Excellence

Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.