Lead Assistant Manager

Job Title: Healthcare Quality Excellence Assistant Manager – Voice Processes

Basic Function

Essential Functions

• Ensure timely onboarding and incubation of QCAs and QE AMs for assigned voice processes and ensure quality deliverables such as call monitoring, coaching/feedback, and reporting targets are met.
• Support the setup and stabilization of Quality Compliance for voice processes in coordination with Operations, Migrations, and Training teams.
• Ensure timely and accurate reporting of quality performance metrics, internal quality scores, and client SLA parameters such as accuracy, soft skills, and compliance scores.
• Conduct regular call calibration sessions (Gage R\&R) internally and with clients to align on quality expectations and minimize variance.
• Review calls and associated documentation to ensure adherence to quality standards (QSDs) and facilitate updates in quality control procedures as required.
• Drive compliance to internal guidelines and third-party certifications (like COPC, ISO) by partnering with Operations to close audit gaps.
• Collaborate closely with the Customer Experience (C-Sat/DSAT) team to analyze VOC insights and drive improvements in customer interaction quality.
• Identify process gaps and support continuous improvement initiatives, including participation in AIM, Lean, and Six Sigma projects in collaboration with GBs/BBs.
• Conduct refresher trainings and mentorship programs for QCAs and QE AMs on quality tools, root cause analysis, and communication best practices.
• Maintain close engagement with Operations to proactively address quality trends and identify improvement opportunities.
  

Education Requirements

• Graduate in any stream, preferably with a background in Healthcare or Customer Service/Call Center Operations.
• Green Belt Trained (Mandatory); Green Belt / Black Belt Certified (Preferred) for external candidates.
  

Primary Internal Interactions

• QCAs for assigning tasks and giving feedback.
• Ops AM / Manager and Quality Excellence AM/Manager / Sr. Manager
• Ops / Quality Excellence AVP