08/02 Amrita Chakraborty
Consulting Partner at InnoQuest Consulting

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Senior Manager/Director - Transaction Quality/Service Quality/Quality Assurance - BPO (12-18 yrs)

Chennai Job Code: 662741

This opportunity is with a reputed BPO client.

Reporting to - Head Quality

The Director for service quality will lead a large team of quality managers and auditors across Access Healthcare's global delivery centers. This position reports to the Head of Quality and Business Excellence.



- Responsible for implementing industry best practices:

- Identify and implement Service Quality best practices and ensure standardization across the projects to drive re-usable processes and measurable outcomes

- Collaborate with operations to assure delivery of superior quality services to customers:

- Ensure calibration of Service Quality and leverage data-driven analysis for process improvements

- Optimize the cost of quality by driving process automation through systematic process improvements and deploy fail-proof techniques by leveraging process automation

- Periodic assessment and analysis of project risks and risk mitigation strategies, update quality requirement checklists and to raise Early Warning Signals

 Interface with customers:

- Represent quality team in customer review meetings to present descriptive/ predictive analytics using operational metrics and highlight the process improvements with derived benefits

- Joint representation in PMO for new transition engagements to ensure service quality readiness before project go-live

- Manage the service quality Team

- Engage with Service Quality team members and align the team towards organizational goals

- Responsible for development of the skills of the service quality team through constant training and skill development workshops


- Six Sigma Black Belt certifications

- Ability to collaborate with strategic and execution realms, with minimal supervision

- Excellent presentation skills, including strong oral and writing capabilities; ability to clearly communicate compelling messages to senior leadership team and external business partners

- Strong analytical and problem-solving skills with sound business judgement

- Ability to handle global or multi-location teams and customer projects.

- Possess excellent leadership, analytical, project management, and people management skills

- Excellent interpersonal skills to build and maintain productive lasting relationships, even in difficult situations, with diverse people spanning internal/external organizations


- 12+ years of experience in managing transactional quality in BPO for multiple customers; precisely 5+ years in managing service quality teams

- Healthcare Revenue Cycle experience preferred


- Travel from time-to-time to customer offices and offshore delivery centers


- An attractive package will be crafted for the right candidate

Women-friendly workplace:

Maternity and Paternity Benefits

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