Healthcare Quality Efficiency Specialist

3 days ago

Pune, Maharashtra, India beBeeCompliance Full time ₹ 60,00,000 - ₹ 1,20,00,000

The role of Assistant Manager for Healthcare Quality Excellence entails overseeing the seamless functioning of Quality Compliance and driving initiatives to enhance compliance and process efficiency in designated business processes.

This position requires:

  • 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.
  • Supporting the setup and stabilization of Quality Compliance for voice processes in collaboration with Operations, Migrations, and Training teams.
  • Accurate and timely reporting of quality performance metrics, internal quality scores, and client SLA parameters such as accuracy, soft skills, and compliance scores.
  • Regular call calibration sessions to align on quality expectations and minimize variance.
  • Reviewing calls and associated documentation to ensure adherence to quality standards and facilitating updates in quality control procedures as required.
  • Driving compliance to internal guidelines and third-party certifications by partnering with Operations to close audit gaps.
  • Collaborating with the Customer Experience team to analyze VOC insights and drive improvements in customer interaction quality.
  • Identifying process gaps and supporting continuous improvement initiatives, including participation in AIM, Lean, and Six Sigma projects.

Maintaining close engagement with Operations to proactively address quality trends and identify improvement opportunities. Ensuring adherence to quality standards, policies, and procedures.

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