• Manage a team of 5-10 SQ TLs spread across different LOBs.
• 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.
• Develop and implement plans for continuous education across SQ 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.
• Coordinate with training team for redesigning on line and entry level training modules and TNI for existing associates.
• Participate in client calls whenever necessary along with SQ TLs to represent Quality.
• Drive performance management initiatives for SQ function at the location.
• Define visual display system for each team performance on floor - Visual Factory
• Drive Six Sigma culture across location.
• Act as a single point of contact for all quality related activities of the location.

Essential:

• Graduate / Post graduate in any discipline with minimum 3-4 years of work experience as Quality Assurance 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 team members.
• Proven process improvement experience to improve delivery quality.

Desirable:

• Six Sigma certified from a reputed company/certifier
• Experience in revenue cycle management industry.