Associate Director

2 weeks ago

Mumbai Vadodara, India Health Prime Services Full time ₹ 20,00,000 - ₹ 25,00,000 per year

Essential duties & responsibilities

  • Develop and implement a comprehensive quality strategy aligned with the organization's vision and goal.
  • Design, embed and oversee quality assurance frameworks, policies, and procedures to meet internal and external customer expectations.
  • Collaborate with cross-functional teams to identify and address quality gaps in processes, products, and services.
  • Conduct and lead gaps & needs analysis and training assessment; contribute and participate in all growth and improvement initiatives.
  • Drive calibration sessions to align teams with quality standards and client expectations.
  • Conduct coaching and mentoring sessions to engage with broader employee base to help build a Quality organization.
  • Oversee the meeting of financial and performance goals and the aligning of training programs across all sites.
  • Monitor and ensure customer satisfaction metrics consistently meet or exceed targets.
  • Leverage technology to enhance quality monitoring, reporting, and improvement processes.
  • Identify and implement automation tools to streamline QA activities.
  • Proactively identify potential quality risks and implement corrective actions.
  • Develop a reporting package that outlines the focus, successes and Quality Initiative

Key success measures

  • Customer SLAs, Customer Satisfaction (Quality issues identified by client).
  • People Team Engagement, Team attrition, Performance Management,.
  • Operational Defect Rate. Cost of Poor Quality and Implementation of Quality tools (Process & Technology). Financial Budget adherence, Cost Savings

Skills & Experience

  • Minimum Bachelors degree in Business, Operations, Quality Management, or a related field. Masters degree preferred. Minimum of 10 years in quality assurance, with at least 5 years in a senior leadership role, preferably from the RCM industry with deep exposure to provider- Side of the business.
  • Lean Six Sigma Green Belt Certified, Black Belt Certification, or equivalent is a plus.
  • Must be able to conceptualize problems, identify solutions and communicate plans in a succinct manner.
  • Has an innate ability to influence cross-functional team members, demonstrate a drive for results, is detail-oriented & a quick-learner, exudes positive confidence & builds trust.

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