Customer Service

7 months ago

Thiruvananthapuram Kerala, India Neogen Care Full time

_**Seeking an Aggressive Customer Service - Quality Assurance Manager to Enhance Our Healthcare BPO Operations**_

**About Us**:
At Ecorgy Solutions, we're 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.
- **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**:

- 4-7 years of experience in BPOQuality 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**

Pay: ₹25,000.00 - ₹50,000.00 per month

**Benefits**:

- Provident Fund

Schedule:

- Monday to Friday
- Night shift
- US shift

Supplemental pay types:

- Performance bonus

Application Question(s):

- Do you have Lean Six Sigma Green or Black Belt certification ?
- Are you willing to work night shift (10:30 PM to 7:30 AM) from our Office at Elippode, Trivandrum?
- Are you located in or near Trivandrum? (Onsite Role)
- How many years of experience do you have in quality assurance management in BPO?

Work Location: In person

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