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Sr. Manager, Quality & Process Excellence (Healthcare)

Salary undisclosed

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Overview:

Sr Manager for Quality is responsible for driving performance and quality excellence through improvement and innovation methods while ensuring quality assurance for client processes. This role ensures that all functional deliverables to internal and external customers are met.

Basic Qualifications:

  • Graduate in any stream
  • Post graduation preferred
  • BB/MBB Certified from recognized institute preferred
  • Previous experience supporting healthcare campaigns is highly preferred.
  • Minimum 15+ years of overall work experience
  • Must have 3-5 years of direct experience with demonstrated success and financial results
  • 10+ years business/operations excellence experience with at least 7+ years of relevant experience in BPO / ITES industry
  • Leading Six Sigma Transactional & Digital Transformation Projects
  • Demonstrated experience in creation of effective measures and project execution

Job Description:

  1. Develop cost and compliance effective quality model to meet client onshore / offshore requirements
  2. Ensure execution of QA model to meet internal and external QA requirements (including compliance to third party certifications)
  3. Ensure Staff engagement / development programs in line with functional requirements (e.g., QC induction, certification, etc.)
  4. Sustain and innovate a culture of independence of Quality Performance reporting across client/ business processes ensuring a true reflection of Client/ end customer experiences/ challenges
  5. Pivot to a Digital/ Smart QA model with a lean human intervention.
  6. Manage client expectation and ensure compliance
  7. Work collaboratively with operations to drive quality performance
  8. Mentor and guide team to provide successful results