08/01 Amrita Chakraborty
Consulting Partner at InnoQuest Consulting

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AGM - Quality - Business Excellence/Transaction Quality - Healthcare Vertical - Black Belt - BPO (12-18 yrs)

Hyderabad Job Code: 651538

AGM Quality- Black Belt Certified

Our client is a reputed BPO

Profile would require working in shifts that would end by 1/2 pm in the night

Key areas of responsibilities (KRAs)

- A brief overview of the job role includes the following work areas:

- Transactional Quality & allied responsibilities

- Client / Strategic Quality & related duties

- Continuous Improvement, Business Excellence & connected activities

- Manage portfolio of improvement / reengineering projects for the vertical

- Lead improvement/reengineering opportunity identification across vertical through strategic reviews/process mapping/metrics analysis, benchmarking, VOCs, etc

- Lead Capability building of the operations/support function teams in improvement methodologies

- Act as Subject Matter Expert for providing analysis support and guiding teams on improvement methodology

- Mentor and lead improvement projects

- Generate business impact through Improvement initiatives.

Desired skill sets

- Strong analytical skills

- Strong facilitation skills

- Customer facing and interaction abilities.

- Excellent interpersonal and communication skills

- Ability to conduct end to end process mapping and managing process improvement/process re-engineering

- Ability to manage portfolio of improvement/reengineering projects

- Ability to develop process frameworks

- Sound knowledge of tools/technologies in ITES and support functions

- Work experience as Quality consultants will be an added advantage.

- Ability to train and conduct workshops

- Willingness to work in shifts even such as 5.30PM to 2.30AM IST with negligible work from home opportunity (based on dynamic business needs)

Desired qualifications (including certifications)

- Graduate

- Masters in Business Administration or any Post-graduation will be an advantage.

- Must have healthcare quality experience for at least 4-6 years

- Certified Six Sigma Black Belt from reputed institutes/companies like ASQ, ISI, GE, Genpact or similar; with minimum 6 years of experience in the role of Quality at various levels. MBB training or certification would be an added advantage

- ISO 9001, COPC certifications / experience would be desirable

Desired years of experience - Around 10-20 years, with approx 5-10 years of BPO experience

- Candidates with stability preferred in terms of previous job changes

- Work experience in MNCs or reputed organizations will be an added advantage.

Internal Customers, if any

- Senior Management of the geography and client services

- Operations/support functions

External Customers, if any

Think Strategic & Drive results:

- Plan & forecast resources for optimal utilization of manpower.

- Mentoring managers in crisis management and administrative work and timely escalation of issues.

- Ensuring that the activities of training/refresher requirements for processing teams based on the error trends of individual teams.

- Coordinating with the client on process related issues and updates.

- Effective participation in Con. Calls pertaining to Subject, Quality and process improvements.

- Identifying and effective implementation of action plans on error reduction.

- Addressing the technical queries raised by the team.

- Identify key people and build good leaders and motivating team members.

- Interacting with management, and put forth queries/concerns of the team.

- Conducting team reviews, submitting progress reports of the team to the manager and conducting appraisals.

- Conducting regular team meetings, one on one coaching and feedback.

- Meeting internal process metrics (GIS, PI, HL, and Appraisal etc.).

- Preparing & sharing management views with the team.

Customer related : -

Keep abreast with the process of claims processing in the healthcare industry.

- Have thorough knowledge of the job.

- Have a good understanding of the performance SLAs and meet the SLAs.

- Understand all binding laws and regulations related to the project.

- Developing in-depth knowledge base among the team members relating to domain and process.

Lead People:

- Good communication skills, inter personal skills and excellent team handling skills.

- Facilitate a system of feedback on error; submit progress reports of the processors to reporting manager.

- Conduct individual performance reviews and propose the required action plan.

- Mentor & monitor action plans based on teams- error trends and help in effective implementation.

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