Assistant Manager Quality

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Job Description- Assistant Manager - Quality Assurance

Job Title: Assistant Manager - Quality Assurance

Reports to: Head of Quality Assurance/ AVP Quality Assurance

Assistant Manager - Quality Assurance This position manages processes and personnel to conduct Quality Control Audits, ensure process compliance with the process specifications. This position develops effective and efficient methods, maintains documentation throughout the QA process. This Position is also responsible for developing and implementing fixes and improvements, working with their team and with others in the organization to deploy updates and resolve issues that arise during the QA process.

Responsibilities:

• Ensure adherence to companys policies and procedures.
• Act as an interface between the quality assurance executives and management.
• Ensure adherence to the client specific SLAs.
• Ensure quality activities are in line with documented procedures and manage the day-to-day/routine operations.
• Have supervisorial responsibilities to delegate work and ensure that targets are achieved & reporting timelines are met.
• Monitoring performance by gathering relevant data and producing statistical reports.
• Conduct Monthly one-one session with the team to identify gap areas and initiate action plan accordingly.
• Conduct calibration sessions with the quality auditors and the operation team leaders to ensure they are in sync with the client / program expectations.
• Organize brainstorming sessions among the quality auditors and team leaders to find out the best possible way to tackle current issues / problems.
• Analyze data to identify areas for improvement in the quality system.
• Develop, recommend and monitor corrective and preventive actions.
• Identifying relevant quality-related training needs and delivering training.
• (E.g. Feedback Delivery Method, Monitoring Methods, Data Analysis etc.)
• Strive for continual improvement of the existing quality monitoring systems and the processes by which they are developed.

ATTRIBUTES AND BEHAVIORS

• Develops and maintains positive working relationships with others.
• Shares ideas and information.
• Assists colleagues unprompted.
• Takes pride in the achievement of team objectives.
• Has credibility with peers and senior managers.
• Self-motivated – driven to achieve results.
• Works with a sense of urgency.
• High customer service ethic – is passionate about meeting customer expectations and improving service levels.
• Keeps pace with change – acquires knowledge/skills as the business evolves.
• Handles confidential information with sensitivity.

RELEVANT EXPERIENCE & EDUCATIONAL REQUIREMENTS

• Graduation and clearance of all major exams (SSC, HSC, qualifying degree).
• Knowledge or experience in healthcare.
• Six Sigma Certification – Green Belt Certified, Black Belt Certification (will be an added advantage).
• At least 10 years of experience into Quality in an international BPO
• Min 5 years of team management experience working in an international BPO

SKILLS & COMPETENCIES

• Strong analytical, critical thinking and problem-solving skills.
• Excellent verbal and written communication skills.
• Excel proficiency.
• Strong organizational skills and adaptive capacity for rapidly changing priorities and workloads.
• Ability to work well independently and maintain focus on a topic for prolonged periods of time.
• Comfort in working with team members that are remote and located in the US or India.

JOB DEMANDS

• Occasional requirement to travel (primarily related to training and Company meetings) within India/US
• Ability to work seated at a computer for long periods of time
• Candidate should be ready to work in different shifts, including night shift

KEY CONSTITUENTS

• Internal – Account/Management Team, Operations/Other Departments and Direct Reportees.
• External – Clients.