Assistant Manager- Healthcare Quality Excellence

3 weeks ago

Pune, Maharashtra, India EXL Full time

Shift: US Shift (4 PM Onwards)

Location: Pune

Work Mode: From office

Basic Function

The Quality Excellence Assistant Manager is responsible for ensuring smooth functioning of Quality Compliance, driving compliance and process improvement initiatives in the allocated business processes.

Essential Functions:

  • Ensure timely onboarding and incubation of QCAs and QE AMs for assigned voice processes and ensure quality deliverables such as call monitoring, coaching/feedback, and reporting targets are met.
  • Support the setup and stabilization of Quality Compliance for voice processes in coordination with Operations, Migrations, and Training teams.
  • Ensure timely and accurate reporting of quality performance metrics, internal quality scores, and client SLA parameters such as accuracy, soft skills, and compliance scores.
  • Conduct regular call calibration sessions (Gage R\&R) internally and with clients to align on quality expectations and minimize variance.
  • Review calls and associated documentation to ensure adherence to quality standards (QSDs) and facilitate updates in quality control procedures as required.
  • Drive compliance to internal guidelines and third-party certifications (like COPC, ISO) by partnering with Operations to close audit gaps.
  • Collaborate closely with the Customer Experience (C-Sat/DSAT) team to analyze VOC insights and drive improvements in customer interaction quality.
  • Identify process gaps and support continuous improvement initiatives, including participation in AIM, Lean, and Six Sigma projects in collaboration with GBs/BBs.
  • Conduct refresher trainings and mentorship programs for QCAs and QE AMs on quality tools, root cause analysis, and communication best practices.
  • Maintain close engagement with Operations to proactively address quality trends and identify improvement opportunities.

Education Requirements:

  • Graduate in any stream, preferably with a background in Healthcare or Customer Service/Call Center Operations.
  • Green Belt Trained (Mandatory); Green Belt / Black Belt Certified (Preferred) for external candidates.

Primary Internal Interactions:

  • QCAs for assigning tasks and giving feedback.
  • Ops AM / Manager and Quality Excellence AM/Manager / Sr. Manager
  • Ops / Quality Excellence AVP

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