Quality Manager

4 hours ago

Pune, Maharashtra, India AM Infoweb Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Position: Quality Manager

Domain: US, Healthcare

Job Description-

Roles and Responsibilities

  • You will set the path to success by creating reports demonstrating findings that will facilitate design, training, compliance, and operations.
  • Maintain audit productivity, on-time report delivery, and establish realizable deadlines to meet targets.
  • Create an environment measured by quality-based results.
  • Coordinate and assist in the delivery of staff training.
  • Serve as point of contact for quality issues and questions.
  • Prepare Metrics/KPI reports and interact with operations and support groups regarding quality improvements.
  • Provides performance feedback and input to all monitored calls to increase service quality real-time discussion.
  • Attend internal and external call calibration sessions as required.
  • Identify and highlight failure modes in the process, identify unethical practices/behavior, and highlight it to the Quality Manager /Account Manager.
  • Generate the QA reports and communicate the same to the Account Manager/ Higher authority.
  • Report/discuss center-wide opportunities to the Quality Manager/Higher authority.

Desired Candidate Profile

  • Candidate with at least 3+ years of experience as a Quality Manager in a reputed BPO/BPM.
  • He/ she should have Trained /Certified Six Sigma Green Belt Certified.
  • On papers experience of team management in Quality.
  • Should have experience in handling a team of QAs and QLs.
  • Minimum Process Span should be 100+ FTEs.
  • Graduation is Must
  • Preferably from an Insurance or Healthcare background.
  • Candidates having experience in Customer Service can also apply.

Perks and Benefits

  • Fixed US Shifts and Weekend offs

Address: B-3, 3rd Floor, Cerebrum IT Park, Kalyani Nagar, Pune, Maharashtra 411014

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