Quality Manager (BPO Manager)

Quality Assurance Manager - Assistant Manager/Deputy Manager

Need someone with a strong Pensions background. Having US healthcare experience would be an advantage.

1.

Build a culture of quality, define QA strategies and maintain highest level of quality standards.

2.

Identifying areas of significant Customer, Business Impact and improvement opportunities therein and provide strategic direction & thought leadership

3.

Drive and Track Quality DNA - training, testing & certification, lead any other analytics and productivity initiatives.

4.

Prepare and present analysis or specific trends on key critical metrics for the program aligned to understand ops related metrics and report them in overall dashboard

5.

Enable a structured approach problem solving and data driven decision making culture to create and execute countermeasures to barriers and issues preventing the achievement of business objectives

6.

Develop mechanism of effective process deployment Conduct periodic process benchmarking to ensure competitiveness

7.

Analyze existing data to identify trends, bottlenecks and inefficiencies in current processes to use these data points to prioritize projects to reduce potential risk or impact

8.

Identify immediate operational metrics issues and any anomalies that need quick attention and provide a summary of daily trends, highlight any significant changes and offer insights into short-term and long-term progress.

Offer a comprehensive overview of the trends, compare them against goals and provide a detailed analysis of the effectiveness of the initiatives.

Minimum Required Degree: Graduate (Any stream)

Preferred Degree: Post Graduate

Certificate(s)/Special Training:

Lean professional (Certified)

Six Sigma Black Belt (Certified)

Master Black Belt (preferred)

Design thinking (preferred)

Experience (Career Level Guide)

Overall industry experience should be over 15+ years

6 to 8+ relevant years of experience. We need someone with strong experience in Pensions.

Experience of managing a span of minimum 80 to 100 team members

KNOWLEDGE, SKILLS AND ABILITY:

(List the MINIMUM knowledge, skills and ability required to perform the essential functions of the position):

Deep understanding of data, adept stakeholder management, and excellent problem-solving skills

Thorough understanding of data, proficient stakeholder management, and outstanding problem-solving abilities

Extensive experience in identifying, scoping, analyzing, and executing projects

Project Management, driving excellence

Experience in documenting business process flows, creating and updating standard operating procedures, and recording business activities

Fostering partnerships with clients and stakeholders

Leading transformation and deliver business value

You should possess an innovative and transformative mindset to identify opportunities for improvement, optimize processes, reduce costs, and enhance efficiency

You should have strong decision-making abilities and be adept at determining objectives and approaches for critical assignments

Knowledge of latest technologies like automation, AI, ML etc.

Remarks

This position is in a temperature-controlled office environment. The noise level in the work environment is usually light to moderate.

This position is to work in a Hybrid model and depending on the need must be flexible to work from office/home as required to accomplish their role.

This job description is not intended to be an exhaustive list of the duties and responsibilities of this position.

Additional duties not included on this job description may be assigned by management at any time, based upon the business needs of the Company. Employees must perform all such duties assigned to them as a condition of employment. Likewise, this job description does not alter the at-will nature of employment at the Company.

The Company may review and update this job description from time to time, as deemed necessary or appropriate in its sole discretion.