Healthcare Quality Expert

6 days ago

Pune, Maharashtra, India beBeeQuality Full time ₹ 80,00,000 - ₹ 1,50,00,000
Job Title:

An Exciting Career Opportunity Awaits

About the Role:

The Assistant Manager - Healthcare Quality Excellence is a critical position that plays a pivotal role in ensuring seamless quality compliance, driving compliance and process improvement initiatives across allocated business processes.

This esteemed professional will be responsible for timely onboarding and incubation of QCAs and QE AMs for assigned voice processes, meeting quality deliverables such as call monitoring, coaching/feedback, and reporting targets. Additionally, they will support the setup and stabilization of Quality Compliance for voice processes in coordination with Operations, Migrations, and Training teams.

Key responsibilities include timely and accurate reporting of quality performance metrics, internal quality scores, and client SLA parameters such as accuracy, soft skills, and compliance scores. Regular call calibration sessions (Gage R/&R) will be conducted internally and with clients to align on quality expectations and minimize variance.

A thorough review of calls and associated documentation will ensure adherence to quality standards (QSDs), facilitating updates in quality control procedures as required. This role also involves driving compliance to internal guidelines and third-party certifications (like COPC, ISO) by partnering with Operations to close audit gaps.

Collaboration with the Customer Experience (C-Sat/DSAT) team will enable analysis of VOC insights, driving improvements in customer interaction quality. Process gaps will be identified, and continuous improvement initiatives will be supported through participation in AIM, Lean, and Six Sigma projects in collaboration with GBs/BBs.

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).

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