Purpose of the role:

Reporting to the Director/VP, the Associate Director Cap dev – Quality is responsible for Strategizing, conceptualizing & implementing Strategic quality framework & improvement projects that support consistent delivery of client metrics & value to business. Responsible for managing the onshore quality team for diverse businesses from an offshore location. Champion customer experience, cost and compliance goals for the org. Partner with various stakeholders to support business and create value for client and Org. Champion the company values.

• Manage and implement quality methodologies such as Six Sigma, Lean & COPC, with at least 7 years in the BPO sector.
• Working closely with clients to understand requirements and business-critical measurements, ensuring an appropriate standard of quality monitoring and measurement is implemented to achieve exceptional quality.
• Proactive management of identifying trends, producing root cause analysis and providing solutions
• Innovate and improve processes.
• Knowledge of Industry tools including but not limited to AI, RPA, ML and application to improve customer journey.

Required Qualifications:

• Bachelor’s degree or Master’s degree holder
• 10 years of experience in quality management (Managerial/ Sr Manager) or process improvement in a BPO Healthcare domain
• Recent Quality Management Healthcare experience is required
• Strong expertise in leading Six Sigma and Lean projects. Green Belt/Black Belt certification highly preferred
• Experience in leading digital transformation projects using AI & RPA tools.
• Experience in creating and managing a strategic QA framework.
• Experience in leading client interactions
• Experience in leading BPaas quality systems transitions and managing BPaas businesses
• Can start immediately or in 10 days

Critical:

• Excellent communication & presentation skills.
• Planning and Execution skills.
• Ability to proactively identify current and future needs of the Center.
• Good Interpersonal skills and analytical skills
• Ability to manage customer-critical metric performance.
• Self-driven and Assertive

RESPONSIBILITIES:

Business Delivery:

• Manage the end-to-end Quality process for all business units, ensuring robust measurement frameworks, audits, and performance metrics are established and tracked
• Monitor performance through KPIs and analytics to identify trends, gaps, and improvement opportunities
• Create & implement a robust QA framework including measurement criteria, sampling design, insights and analysis structure & governance. In touch with industry standards of QA practices and partnering with cross-functional teams to bring it to life
• Partner with operations, training, Process Excellence, Analytics to deliver on key customer and compliance metrics for the site.
• Enhanced client delivery through process improvement and automation. Reduce business costs through innovation and automation.
• Working knowledge of Automated QA, QMS, ML, AI & RPA practices. Usage of strategic tools like Six Sigma, Lean, design thinking & agile tools to always stay ahead of competition and create a niche brand for the business and client.
• Promote a culture of agility, innovation, and continuous improvement.
• Mentor and lead teams in process redesign and quality improvement projects
• Develop and execute change management plans to ensure successful adoption of new processes
• Manage health of compliance and business risk for all accounts by preempting risks and managing it timely manner
• Partner with training on TNI and advisor improvement journey

People Delivery:

• Manage a team of quality Leads, AM’s, Managers & Sr. Managers for various businesses.
• Plan people development and succession planning for team.
• Identify KSA and plan upskilling of the team to meet business and industry standards.
• Responsible for people’s annual goals and month-on-month review
• Create a culture of Customer Experience across all teams.

What We Offer:

We are committed to providing a supportive and rewarding
work environment. In addition to a competitive salary, we offer:
 Comprehensive health insurance coverage.
 Generous paid time off and holiday leave.
 Opportunities for career development and advancement.
 A collaborative and inclusive company culture.
 Modern, well-equipped work facilities.