Associate Director, Quality

• Manage and implement quality methodologies such as Six Sigma, Lean & COPC, with at least 7 years in the BPO sector.
• Working closely with clients to understand requirements and business-critical measurements, ensuring an appropriate standard of quality monitoring and measurement is implemented to achieve exceptional quality.
• Proactive management of identifying trends, producing root cause analysis and providing solutions
• Innovate and improve processes.
• Knowledge of Industry tools including but not limited to AI, RPA, ML and application to improve customer journey.

Required Qualifications:

• Bachelor's degree or Master's degree holder
• 10 years of experience in quality management (Managerial/ Sr Manager) or process improvement in a BPO Healthcare domain
• Recent Quality Management Healthcare experience is required
• Strong expertise in leading Six Sigma and Lean projects. Green Belt/Black Belt certification highly preferred
• Experience in leading digital transformation projects using AI & RPA tools.
• Experience in creating and managing a strategic QA framework.
• Experience in leading client interactions
• Experience in leading BPaas quality systems transitions and managing BPaas businesses
• Can start immediately or in 10 days

Critical:

• Excellent communication & presentation skills.
• Planning and Execution skills.
• Ability to proactively identify current and future needs of the Center.
• Good Interpersonal skills and analytical skills
• Ability to manage customer-critical metric performance.
• Self-driven and Assertive

RESPONSIBILITIES:

Business Delivery:

• Manage the end-to-end Quality process for all business units, ensuring robust measurement frameworks, audits, and performance metrics are established and tracked

• Monitor performance through KPIs and analytics to identify trends, gaps, and improvement opportunities
• Create & implement a robust QA framework including measurement criteria, sampling design, insights and analysis structure & governance. In touch with industry standards of QA practices and partnering with cross-functional teams to bring it to life
• Partner with operations, training, Process Excellence, Analytics to deliver on key customer and compliance metrics for the site.
• Enhanced client delivery through process improvement and automation. Reduce business costs through innovation and automation.
• Working knowledge of Automated QA, QMS, ML, AI & RPA practices. Usage of strategic tools like Six Sigma, Lean, design thinking & agile tools to always stay ahead of competition and create a niche brand for the business and client.
• Promote a culture of agility, innovation, and continuous improvement.
• Mentor and lead teams in process redesign and quality improvement projects
• Develop and execute change management plans to ensure successful adoption of new processes
• Manage health of compliance and business risk for all accounts by preempting risks and managing it timely manner
• Partner with training on TNI and advisor improvement journey

People Delivery:

• Manage a team of quality Leads, AM’s, Managers & Sr. Managers for various businesses.
• Plan people development and succession planning for team.
• Identify KSA and plan upskilling of the team to meet business and industry standards.
• Responsible for people’s annual goals and month-on-month review
• Create a culture of Customer Experience across all teams.

What We Offer:

We are committed to providing a supportive and rewarding
work environment. In addition to a competitive salary, we offer:
 Comprehensive health insurance coverage.
 Generous paid time off and holiday leave.
 Opportunities for career development and advancement.
 A collaborative and inclusive company culture.
 Modern, well-equipped work facilities.