Customer Service
Year Thiruvananthapuram, Kerala, India
Job Description
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Seeking an Aggressive Customer Service - Quality Assurance Manager to Enhance Our Healthcare BPO Operations!About Us:At Ecorgy Solutions, we're transforming the way patient care is provided in the US Healthcare industry. To support our US healthcare operations, we are on a talent hunt for passionate Quality Assurance Managers to drive exceptional patient care and elevate ourservice delivery to the new levels.Role Overview:As the Quality Assurance Manager, you will play a pivotal role in ensuring our healthcare services meet the highest quality standards. Your focus will be on delivering exceptional service while fostering robust relationships with our clients and stakeholders.Responsibilities:
- Project Quality Management: Uphold and elevate quality standards for our healthcare BPO clients, ensuring projects are delivered to the highest level of quality.
- Performance Monitoring: Analyze key performance indicators (KPIs) such as NPS/CSAT and external audit scores to identify areas for improvement and ensure compliance.
- Process Improvement: Develop, implement, and continuously improve effective quality assurance processes and procedures. Conduct regular audits to identify and address process gaps and inefficiencies.
- Team Management: Lead and motivate a team of quality assurance specialists, fostering a collaborative and supportive environment. Ensure efficient issue resolution and exceptional service delivery.
- Client Satisfaction: Provide outstanding customer service, resolve client escalations effectively, and maintain strong relationships with stakeholders.
- Data Analysis: Leverage data to glean valuable insights and share key observations and recommendations through quality audits. Stay abreast of the latest trends and best practices in healthcare BPO quality assurance.
- Call audits and process improvement: Drive continuous improvement through call audits and effective process optimization within the healthcare BPO domain.
- Continuous Process Excellence: Identify areas for improvement and drive enhancements from one level to another. Implement strategies for ongoing process optimization and efficiency.
- Lean 6 Sigma Expertise: Possess Lean Six Sigma Green or Black Belt certification. Apply Lean Six Sigma methodologies to streamline operations and enhance quality.
- Error Management and Prevention: Maintain comprehensive error logs to track defects and issues. Develop and implement proactive solutions for defect prevention.
- Inculcate the habit of Do It Right First Time: Foster a work environment that encourages a proactive mindset towards accuracy and quality. Instill and promote the culture of executing tasks accurately from the outset.
- Team Training and Development: Provide comprehensive training to process team members. Ensure team members are equipped to deliver error-free results through continuous skill development.
- 4-7 years of experience in BPOQuality Assurance management, preferably in the BPO industry. Healthcare background is preferred but not a must.
- Proven understanding of quality assurance principles and methodologies, including program development, implementation, and maintenance.
- Excellent communication, interpersonal, and leadership skills.
- Strong analytical and problem-solving skills, with the ability to identify and implement solutions for quality issues.
- Proficiency in Microsoft Office Suite and relevant software tools.
- Willingness to work night shift from our office at Elippode, Trivandrum.
- Provident Fund
- Monday to Friday
- Night shift
- US shift
- Performance bonus
- Do you have Lean Six Sigma Green or Black Belt certification ?
- Are you willing to work night shift (10:30 PM to 7:30 AM) from our Office at Elippode, Trivandrum?
- Are you located in or near Trivandrum? (Onsite Role)
- How many years of experience do you have in quality assurance management in BPO?
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Job Detail
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Job IdJD3322885
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationThiruvananthapuram, Kerala, India
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EducationNot mentioned
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ExperienceYear