The
Senior Manager ROI Quality will lead the Quality department, providing strategic direction and day-to-day guidance to Quality Associates, Supervisors and Managers. This role partners closely with Operations to ensure quality targets are consistently achieved, contractual deliverables are met, and performance improvement initiatives are successfully implemented. This position requires a strong leader with deep expertise in quality management systems, process standardization, and team development.
Key Responsibilities
- Designs the Quality Management System that standardizes and documents all processes.
- Ensures compliance to contractual deliverables and addresses team-level issues.
- Creates process documentation and standardizes processes of quality.
- Monitor quality targets and ensure continuous improvement.
- Implement initiatives and projects as needed in order to drive performance.
- Ensures that all Quality SLAs are met.
- Designs and drives KPIs and KRAs of the Quality team.
- Coordinates with all departments for implementing Quality Programs.
- Conducts projects to improve performance.
- Develops plans to minimize cost and increase productivity.
- Plans for manpower requirements and implement right sizing of the department when needed.
- Conduct training for quality as needed.
- Develop the quality team in accordance with the quality roadmap.
- Provide daily guidance and supervision to Quality Associates, Supervisors and Managers.
- Align team objectives with organizational goals and ensure accountability.
Qualifications
- Education: Bachelor's degree in any discipline with an exception of having more than 15 years of healthcare BPO experience
- Experience: Minimum 10 years of experience in Quality Management, with at least 5 years in a leadership role.
- Skills & Competencies: Strong knowledge of QMS, SLAs, KPIs, and process improvement methodologies. Excellent communication, leadership, and problem-solving skills. Understanding of Six Sigma methodologies and lean principles.
