BPO Quality Assurance Manager

Skills:
Quality Assurance, Business Process Outsourcing (BPO), Quality Management, Business Process Improvement, Six Sigma Green Belt, Six Sigma Black Belt,

At Ecorgy Solutions, were transforming the way patient care is provided in the US Healthcare industry. To support our US healthcare operations, we are on a talent hunt for passionate Quality Assurance Managers to drive exceptional patient care and elevate our

service delivery to the new levels.

Role Overview

As the Quality Assurance Manager, you will play a pivotal role in ensuring our healthcare services meet the highest quality standards. Your focus will be on delivering exceptional service while fostering robust relationships with our clients and stakeholders.

Responsibilities

• Project Quality Management: Uphold and elevate quality standards for our healthcare BPO clients, ensuring projects are delivered to the highest level of quality.
• Performance Monitoring: Analyze key performance indicators (KPIs) such as NPS/CSAT and external audit scores to identify areas for improvement and ensure compliance.
• Process Improvement: Develop, implement, and continuously improve effective quality assurance processes and procedures. Conduct regular audits to identify and address process gaps and inefficiencies.
• Team Management: Lead and motivate a team of quality assurance specialists, fostering a collaborative and supportive environment. Ensure efficient issue resolution and exceptional service delivery.
• Client Satisfaction: Provide outstanding customer service, resolve client escalations effectively, and maintain strong relationships with stakeholders.
• Data Analysis: Leverage data to glean valuable insights and share key observations and recommendations through quality audits. Stay abreast of the latest trends and best practices in healthcare BPO quality assurance.
• Call audits and process improvement: Drive continuous improvement through call audits and effective process optimization within the healthcare BPO domain.
• Continuous Process Excellence: Identify areas for improvement and drive enhancements from one level to another. Implement strategies for ongoing process optimization and efficiency.
• Lean 6 Sigma Expertise: Possess Lean Six Sigma Green or Black Belt certification. Apply Lean Six Sigma methodologies to streamline operations and enhance quality.
• Error Management and Prevention: Maintain comprehensive error logs to track defects and issues. Develop and implement proactive solutions for defect prevention.
• Inculcate the habit of Do It Right First Time: Foster a work environment that encourages a proactive mindset towards accuracy and quality. Instill and promote the culture of executing tasks accurately from the outset.
• Team Training and Development: Provide comprehensive training to process team members. Ensure team members are equipped to deliver error-free results through continuous skill development.
  
  

Requirements

• 7-10 years of experience in Quality Assurance management, preferably in the BPO industry. Healthcare background is preferred but not a must.
• Proven understanding of quality assurance principles and methodologies, including program development, implementation, and maintenance.
• Excellent communication, interpersonal, and leadership skills.
• Strong analytical and problem-solving skills, with the ability to identify and implement solutions for quality issues.
• Proficiency in Microsoft Office Suite and relevant software tools.
• Willingness to work night shift from our office at Elippode, Trivandrum.
  
  

Benefits Of Joining

Join Ecorgy Solutions for an unparalleled exposure to the US Healthcare BPO sector, offering an international portfolio upgrade and an environment that values your growth.

Includes : EPF, Group Mediclaim policy after 6 months of joining and Gratuity, Rewards & Growth based upon Performance; Professional development opportunities; Training and Mentorship programs.

Interested in discussing compensation and benefits? Call us at 9061161927

To apply, send your resume to [email protected]