Assistant Manager Quality - Six Sigma Certified

Job Title:

Reports to:

Assistant Manager - Quality Assurance

Responsibilities:

• Ensure adherence to company’s policies and procedures.
• Act as an interface between the quality assurance executives and management.
• Ensure adherence to the client specific SLA’s.
• Ensure quality activities are in line with documented procedures and manage the day-to-day/routine operations.
• Have supervisorial responsibilities to delegate work and ensure that targets are achieved & reporting timelines are met.
• Monitoring performance by gathering relevant data and producing statistical reports.
• Conduct Monthly one-one session with the team to identify gap areas and initiate action plan accordingly.
• Conduct calibration sessions with the quality auditors and the operation team leaders to ensure they are in sync with the client / program expectations.
• Organize brainstorming sessions among the quality auditors and team leaders to find out the best possible way to tackle current issues / problems.
• Analyze data to identify areas for improvement in the quality system.
• Develop, recommend and monitor corrective and preventive actions.
• Identifying relevant quality-related training needs and delivering training.
• (E.g. Feedback Delivery Method, Monitoring Methods, Data Analysis etc.)
• Strive for continual improvement of the existing quality monitoring systems and the processes by which they are developed.

ATTRIBUTES AND BEHAVIORS

• Develops and maintains positive working relationships with others.
• Shares ideas and information.
• Assists colleagues unprompted.
• Takes pride in the achievement of team objectives.
• Has credibility with peers and senior managers.
• Self-motivated – driven to achieve results.
• Works with a sense of urgency.
• High customer service ethic – is passionate about meeting customer expectations and improving service levels.
• Keeps pace with change – acquires knowledge/skills as the business evolves.
• Handles confidential information with sensitivity.

RELEVANT EXPERIENCE & EDUCATIONAL REQUIREMENTS

• Graduation and clearance of all major exams (SSC, HSC, qualifying degree).
• Knowledge or experience in healthcare.
• Six Sigma Certification – Green Belt Certified, Black Belt Certification (will be an added advantage).
• At least 10 years of experience into Quality in an international BPO
• Min 5 years of team management experience working in an international BPO

SKILLS & COMPETENCIES

• Strong analytical, critical thinking and problem-solving skills.
• Excellent verbal and written communication skills.
• Excel proficiency.
• Strong organizational skills and adaptive capacity for rapidly changing priorities and workloads.
• Ability to work well independently and maintain focus on a topic for prolonged periods of time.
• Comfort in working with team members that are remote and located in the US or India.

JOB DEMANDS

• Occasional requirement to travel (primarily related to training and Company meetings) within India/US
• Ability to work seated at a computer for long periods of time
• Candidate should be ready to work in different shifts, including night shift

KEY CONSTITUENTS

• Internal – Account/Management Team, Operations/Other Departments and Direct Reportees.
• External – Clients.

Interested candidate can share their resume - Jitendra.Pandey@cotiviti.com/ 7350534498