Job Description
Essential Functions
Responsible for designing new processes for QC functioning to meet client specific requirements; facilitate migrations to seamlessly set up quality compliance.
Leads significant process improvement projects.
Train / mentor personnel from other functions on quality tools and concepts and mentor AMs / GBs
Responsible for ensuring ongoing compliance to quality standards based on internal as well as client requirements.
Responsible for working closely with clients and operations team to carry out process improvement activities and facilitate best practice sharing and driving standardization.
Perform ongoing reviews to ensure compliance to QSD to all certification and internal / client requirements.
Skills
Technical Skills
Trained / Certified Lean Six Sigma Green Belt from a reputed organization with 7-9 years of experience
Excellent working knowledge of MS Office. MS Excel, Power Point, Word Doc, Outlook
Process Mapping/Value Stream Mapping
Knowledge of calls recording system and its usage (NICE, Witness, etc) preferred
Process Specific Skills
Knowledge of industry domain being aligned to healthcare
Knowledge of quality systems (ISO, COPC) preferable
Soft skills (Desired)
Project management skills to drive improvement projects / initiatives
Analytical skills
Soft Skills (Minimum)
Functional
Leads engagements at vertical / program / client level
Understands business requirements and provides appropriate solutions to benefit the business
Has the ability to identify superior improvement opportunities
Knowledge of quality assurance, process improvements, domain, etc
Monitoring and Reviewing
Leadership
Fosters a spirit of collaboration and team work
Ability to relentlessly pursuing excellence
General
Conformance to policies / compliances with auditing skills and eye for details
Ability to coach and give feedback on an ongoing basis.
Interviewing skills
Strong written and verbal communication Skills.
Problem solving skills
Ability to resolve conflicts constructively and lead in a continually challenging environment
Education Requirements
Graduate in any stream
Exposure to quality systems (ISO, COPC, etc) preferred
Work Experience Requirements
Minimum 8 years of total work experience with at least 2 years of relevant in BPO / ITES industry
Minimum 5 year in the current role/assignment