The Supervisor, Quality is responsible for supporting Transactional Monitoring for a single/multiple clients with multiple programs or lines of businesses within a single site and supervises all on-site Quality Evaluators who support their assigned portfolio. This position is responsible for the skill level and development of the employees on their team, the attainment and accuracy of evaluations across assigned portfolio, and delivering quality related analysis and insights of overall program performance.
Role and Key Responsibilities:
- Drive continuous improvement for Transaction Quality and Delivery
- Manage claim Quality & Client related KPIs
- Give business insights for further improvement
- Evaluate effectiveness of TQ interventions
- Strengthen Quality management processes / framework to improve quality delivery
- Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet clients expectations
- Generate and implement out of the box ideas and Process improvement initiatives in the account
- Drive Process control & Compliance in addition to managing the audit requirements
- Ensure that huddle, feedback and refresher processes are in place and are followed efficiently
- Support the Quality and Compliance teams to perform FMEA and other audits and follow ups based on observations/misses highlighted
- Interpret and analyze large volumes of data - at a LOB or site level
Technical Skill Set:
- Good Quality domain knowledge & Tool management
- Analytical, logical, reasoning & numerical ability
- Ability to interact with internal and external stake holders
- Excellent oral & written communication skills.
- Expert in Excel & PowerPoint
- Graduate in any discipline
- Good People Management skills.
Educational Qualification : Bachelor s Degree.
