BPO Quality Assurance Manager
Ecorgy Solutions Private Ltd
Location
Thiruvananthapuram | India
Job description
At Ecorgy Solutions, were transforming the way patient care is provided in the US Healthcare industry. To support our US healthcare operations, we are on a talent hunt for passionate Quality Assurance Managers to drive exceptional patient care and elevate our service delivery to the new levels.
Role Overview:
As the Quality Assurance Manager, you will play a pivotal role in ensuring our healthcare services meet the highest quality standards. Your focus will be on delivering exceptional service while fostering robust relationships with our clients and stakeholders.
Responsibilities:
- Project Quality Management : Uphold and elevate quality standards for our healthcare BPO clients, ensuring projects are delivered to the highest level of quality.
- Performance Monitoring : Analyze key performance indicators (KPIs) such as NPS/CSAT and external audit scores to identify areas for improvement and ensure compliance.
- Process Improvement : Develop, implement, and continuously improve effective quality assurance processes and procedures. Conduct regular audits to identify and address process gaps and inefficiencies.
- Team Management : Lead and motivate a team of quality assurance specialists, fostering a collaborative and supportive environment. Ensure efficient issue resolution and exceptional service delivery.
- Client Satisfaction : Provide outstanding customer service, resolve client escalations effectively, and maintain strong relationships with stakeholders.
- Data Analysis : Leverage data to glean valuable insights and share key observations and recommendations through quality audits. Stay abreast of the latest trends and best practices in healthcare BPO quality assurance.
- Call audits and process improvement : Drive continuous improvement through call audits and effective process optimization within the healthcare BPO domain.
- Continuous Process Excellence: Identify areas for improvement and drive enhancements from one level to another. Implement strategies for ongoing process optimization and efficiency.
- Lean 6 Sigma Expertise: Possess Lean Six Sigma Green or Black Belt certification. Apply Lean Six Sigma methodologies to streamline operations and enhance quality.
- Error Management and Prevention: Maintain comprehensive error logs to track defects and issues. Develop and implement proactive solutions for defect prevention.
- Inculcate the habit of Do It Right First Time : Foster a work environment that encourages a proactive mindset towards accuracy and quality. Instill and promote the culture of executing tasks accurately from the outset.
- Team Training and Development: Provide comprehensive training to process team members. Ensure team members are equipped to deliver error-free results through continuous skill development.
Requirements:
- 7-10 years of experience in Quality Assurance management, preferably in the BPO industry. Healthcare background is preferred but not a must.
- Proven understanding of quality assurance principles and methodologies, including program development, implementation, and maintenance.
- Excellent communication, interpersonal, and leadership skills.
- Strong analytical and problem-solving skills, with the ability to identify and implement solutions for quality issues.
- Proficiency in Microsoft Office Suite and relevant software tools.
- Willingness to work night shift from our office at Elippode, Trivandrum.
Benefits of Joining:
Join Ecorgy Solutions for an unparalleled exposure to the US Healthcare BPO sector, offering an international portfolio upgrade and an environment that values your growth.
Includes : EPF, Group Mediclaim policy after 6 months of joining and Gratuity, Rewards & Growth based upon Performance; Professional development opportunities; Training and Mentorship programs.
Interested in discussing compensation and benefits? Call us at 9061161927
Job tags
Salary
Rs 40000 - Rs 60000 per month
