Manager - Delivery Quality

Job Description

Skills Vendor Management Service Delivery Six Sigma Process Improvement Project Management Quality Assurance BPO Business Process CRM Operations Management JOB PURPOSE: To provide direction and support to Delivery Quality and liaison with Process improvement team to perform defined set of activities, which result in systemic solutions leading to continual, and breakthrough improvement of service delivery PRIMARY DUTIES AND RESPONSIBILITIES: Manage a team of 5-10 DQ TLs spread across different Delivery partners Coach, guide and support Quality Process Improvement teams to perform defined quality improvement tasks Prioritize and allocate improvement projects based on internal and external quality data Conduct periodic performance review of progress made on improvement projects and plan course corrections to ensure planned results are accomplished Derive Quality assurance plan that predictable and assurance consistent delivery Develop and implement plans for continuous education across DQ function in the location Build cross domain expertise of team members to enhance their skill and knowledge Identify tools, techniques and methodologies required to upgrade competency of team members to deliver breakthrough results Enable proactive cross function communication and ability to liaison with appropriate functions for close loop issues and opportunities Participate in client calls whenever necessary along with DQ TLs to represent Quality Drive performance management initiatives for DQ function at the location Support delivery excellence initiative for better delivery Act as a single point of contact for all quality related activities for the assigned scope of work Attend reviews at various levels and represent quality functions Responsive to internal and external customer complaints and close loop logically taking support of the process defined EXPERIENCE: Essential: Graduate/ Post graduate in any discipline with minimum 3-4 years of work experience as delivery quality Manager Experience in Healthcare BPO organization is an advantage Sound knowledge on various quality improvement tools and techniques like Kaizen, Lean six sigma, FMEA etc.; Managed team of 6-8 TLs Proven process improvement experience to improve delivered quality Communicates effectively and fearlessly to drive quality initiatives across the span of work Desirable: Six Sigma certified from a reputed company/certifier-(min Green belt) Experience in revenue cycle management industry CANDIDATE PROFILE: Demonstrated creativity and innovation to do things differently to bring effectiveness Demonstrates knowledge of transaction and corporate quality Proven ability to analyze and improve work processes Ability to improvise existing process and design new process Ability to build quality culture with various initiatives Ability to speak effectively before groups of employees Ability work cross functionally and vertical layers in the organization Ability to proactively understand the business need / Delivery needs and work towards resolution Knowledge of basics of quality standards like ISO, COPC etc.