Senior Quality Assurance Manager

Roles \& Responsibilities:

• Implement Transaction monitoring process as per client requirements and COPC Standard
• Implement task monitoring as per the in-house process
• Create a sampling strategy
• Determine the frequency of monitoring and the sample size
• Monitoring plan and schedule for monitoring of Tasks
• Maintain ‘program quality’ related client interactions. Provide feedback to the floor
• Facilitate and manage quality related conference calls, calibration calls, etc.
• Review the effectiveness of MIP’s and the feedbacks being given by the Quality Analyst. and Communication Trainers.
• Organize call calibration sensitization for TMs.
• Analyse end-user complaints and Client Complaints
• Implement MIP-T as per the guidelines
• Monitoring performance by gathering relevant data and producing statistical reports – • • Review of historical data and share insights/trends. Share different analysis, control charts, graphs etc. to depict process performance
• Develop and drive continuous improvement initiatives – Focus on bringing baseline performance to entitlement and then move towards a new benchmark
• Responsible for QMS and Compliance – Work on having quality check plan, documented procedures, processes, records as per QMS requirements. Ensuring compliance to the standard. Stringent review mechanism to ensure compliance and strong governance model
• Look at ways to reduce waste and increase efficiency – Use process mapping techniques, quality tools to increase utilization, performance. Eliminate NVA
• Team Player - Ensure employee satisfaction. Build a positive working atmosphere within the team; engage the team members with employee engagement models. Build competencies within the team so they can pick up additional responsibilities/move to the next level
• Review Program requirements and ensure they are met – Look at the program metrics , create and implement an action plan to meet and exceed customer requirements
• Work in a collaborative manner with stakeholders – Participate in calibrations and various touch points with stakeholders to discuss performance, partner with program to deliver excellent service to our customers.

What we are looking for:

• In-role experience as Sr. Quality Manager for at least 2 years in BPO setting
• Evidence of effective interpersonal, coaching and supervisory skills.
• Excellent in Telephone Etiquettes, Proficiency with Computers, Good Verbal and Written communication skills.
• Analytical Ability and Reasoning skills.
• Effective time management, flexibility and accountability traits
• Effective problem-solving skills.
• Performance Management skills.
• Client/Customer management skills
• Experience in US Healthcare account
• Ability to work onsite - Cebu not open for relocators