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Description
Job Opportunity for Quality Manager at Cotiviti Pune!! Position Summary The Quality Manager is responsible for overseeing the daily operations of multiple QA teams across different regions. This role involves ensuring that teams meet performance expectations, maintain high-quality standards, and consistently achieve business SLAs and KPIs. The manager will drive operational excellence by monitoring team performance, optimizing processes, and fostering continuous improvement across the teams. Responsibilities Team Leadership & Management: Lead and manage a team of 4-5 leads and quality analysts, providing guidance, support, and regular feedback to ensure team members perform at their best.Oversee team performance, ensure adherence to SLAs, and monitor key quality metrics to meet organizational goals. SLA Management & Compliance: Ensure that all Service Level Agreements (SLAs) related to quality reviews, audits, and feedback timelines are consistently met.Monitor and track the team's adherence to SLAs, escalating any potential risks or delays promptly to ensure timely delivery. Quality Control (QC) & Sampling: Review and ensure the completion of daily QC samples as per the prescribed quality standards. Implement risk-based sampling strategies to focus on areas with higher complexity and error rates, optimizing the QA team's resources effectively. Feedback & Improvement: Provide timely and constructive feedback to team members, ensuring continuous improvement in quality metrics.Foster a culture of continuous feedback and learning, driving accountability for individual and team performance. Process Improvement & Optimization: Identify opportunities for process improvements by analyzing data trends, performance metrics, and feedback from audits.Lead initiatives for process optimization to improve efficiency, reduce errors, and streamline workflows across the team. Training & Upskilling: Design and implement training programs to continuously upskill the team on new tools, processes, and best practices.Ensure all team members are fully trained and certified as per organizational standards, keeping their skills up to date with industry trends. Reporting & Analysis: Prepare and present regular reports on team performance, quality metrics, and key findings to senior leadership.Use data-driven insights to identify trends, challenges, and areas for improvement within the team and the overall QA process. Cross-functional Collaboration: Collaborate with other departments (e.g., Operations, Training) to ensure alignment on quality standards and to address process-related challenges.Work closely with team leads to ensure smooth communication and alignment with other business units. Resource Allocation & Planning: Manage the allocation of resources based on team priorities, ensuring balanced workloads and timely completion of tasks.Coordinate with HR and recruitment teams to address staffing needs and help build a strong team for ongoing projects. Audits & Compliance: Oversee periodic internal audits and ensure compliance with quality standards, internal policies, and regulatory requirements.Ensure that the QA team adheres to industry standards and organizational guidelines during audits and quality assessments. Risk Management & Issue Resolution: Proactively identify quality risks and issues, working with the team to implement mitigation strategies.Act as the primary point of contact for resolving escalated quality issues, ensuring that corrective actions are taken in a timely manner. Experience Requirements 10 years of experience in BPO, with a proven track record of leading large teams in the US Healthcare domain. Previous experience in roles such as Assistant Manager (AM) or Quality Manager. Proficient in the use of Microsoft Office Suite (Word, Excel, PowerPoint). Strong written and verbal communication skills, with the ability to convey information clearly and effectively. Demonstrated ability to work independently as well as collaboratively in a team environment. Excellent at multitasking, with the ability to prioritize tasks and meet deadlines in a fast-paced setting. Ability to learn and quickly apply new material Team player with strong desire to assist others and share knowledge Excellent analytical skills with ability to troubleshoot problems and find root causes Flexibility in thought and approach to problem solving. Must have flexibility and willingness to participate in the work processes of the organization as per business requirement, including conference calls scheduled to accommodate global time zones and weekend overtime or recruitment drives IF ABOVE PROFILE SUITS YOU THEN PLEASE SHARE YOUR RESUME - Jitendra.pandey@cotiviti.com /7350534498
