JOB RESPONSIBILITIES
- End to end deployment of quality function in assigned projects.
- Driving six sigma initiatives in assigned projects.
- Responsible for call/data quality monitoring.
- Provide feedback to agents using prescribed feedback model.
- Mentoring and coaching agents on process level issues.
- Monitor adherence to compliance procedure and processes.
- Responsible for reporting program level quality score to the process owners.
- Responsible for conducting calibration and performance review call in terms of quality with client as well as the internal team.
- Conduct refresher training on the basis of the errors identified.
- Maintaining update log and communicate process updates by conducting a session
- Perform weekly analysis aiming at improving SLA.
- Perform brainstorming and root cause analysis to analyze data and provide tips or suggestions to operation/management team.
- Identify and highlight potential risk areas and recommend preventive action.
- Maintaining a robust monitoring system to ensure key program metrics are adhered to and required level of quality is maintained across the board.
ATTRIBUTES AND BEHAVIORS
- Develops and maintains positive working relationships with others.
- Shares ideas and information.
- Assists colleagues unprompted.
- Takes pride in the achievement of team objectives.
- Has credibility with peers and senior managers.
- Self-motivated driven to achieve results.
- Works with a sense of urgency.
- High customer service ethic is passionate about meeting customer expectations and improving service levels.
- Keeps pace with change acquires knowledge/skills as the business evolves.
- Handles confidential information with sensitivity.
RELEVANT EXPERIENCE & EDUCATIONAL REQUIREMENTS
- Clearance of all major exams (SSC, HSC, qualifying degree).
- Graduate
- Experience in US healthcare.
- At least 2 to 3 years of experience as a quality analyst.
- Adequate knowledge of quality tools (Green belt certification to be an added advantage).
SKILLS & COMPETENCIES
- Excellent verbal and written communication skills.
- Excellent documentation and business writing skills.
- Excel proficiency.
- Ability to work well under pressure and meet deadline.
- Ability to work on multiple projects simultaneously.
- Ability to work creatively and analytically in a problem solving environment.
JOB DEMANDS
- Occasional requirement to travel (primarily related to training and company meetings) within India/US.
- Ability to work seated at a computer for long periods of time.
- Candidate should be ready to work in different shifts, including night shift.
KEY CONSTITUENTS
- No direct reports.
- Internal:
- Quality Manager and Team Leader.
- Operations Manager and Team Leader.
- Production Resources.
- External:
- Client interactions as and when required.
