Assistant Manager- Healthcare Quality Excellence (US Shift)

The Quality Excellence Assistant Manager is responsible for ensuring smooth functioning of Quality Compliance, driving compliance, and process improvement initiatives in the allocated business processes. You will be responsible for ensuring timely onboarding and incubation of QCAs and QE AMs for assigned voice processes. Your role involves ensuring quality deliverables such as call monitoring, coaching/feedback, and reporting targets are met. You will support the setup and stabilization of Quality Compliance for voice processes in coordination with Operations, Migrations, and Training teams. It is essential to ensure timely and accurate reporting of quality performance metrics, internal quality scores, and client SLA parameters such as accuracy, soft skills, and compliance scores. As a Quality Excellence Assistant Manager, you will conduct regular call calibration sessions internally and with clients to align on quality expectations and minimize variance. Reviewing calls and associated documentation to ensure adherence to quality standards (QSDs) and facilitating updates in quality control procedures as required is a key aspect of your role. Driving compliance to internal guidelines and third-party certifications such as COPC, ISO by partnering with Operations to close audit gaps is also part of your responsibilities. You will collaborate closely with the Customer Experience (C-Sat/DSAT) team to analyze VOC insights and drive improvements in customer interaction quality. Identifying process gaps and supporting continuous improvement initiatives, including participation in AIM, Lean, and Six Sigma projects in collaboration with GBs/BBs, is another important aspect of your role. Conducting refresher trainings and mentorship programs for QCAs and QE AMs on quality tools, root cause analysis, and communication best practices is also required. Maintaining close engagement with Operations to proactively address quality trends and identify improvement opportunities is crucial for success in this role. The ideal candidate for this position should be a graduate in any stream, preferably with a background in Healthcare or Customer Service/Call Center Operations. Green Belt Trained is mandatory, and Green Belt/Black Belt Certified is preferred for external candidates. In this role, you will have primary internal interactions with QCAs for assigning tasks and giving feedback, Ops AM/Manager, Quality Excellence AM/Manager/Sr. Manager, Ops/Quality Excellence AVP.,