Manager Quality Data capture

Role Overview

As a fast-growing company in a thriving industry, supercharging performance is a key enabler for Firstsource to succeed and win in the market. This is a challenging and rewarding opportunity for an accomplished professional to drive and expand the quality standards for our healthcare business. This person must understand the roles of the QA team and provide guidance to the team and appropriate project resources to ensure program goals and service level agreements are met. The Quality Assurance Manager works with the client and with other managers and staff throughout the organization to instill quality into our processes.

NOTE : Interested prospects kindly contact to HR - [HIDDEN TEXT]

Key Accountabilities/Decision Making & Influence

Develops the quality management strategy and maintains a quality plan for mailroom and data capture operations, including quality standards, quality scorecards, monitoring, coaching, performance metric assessment, calibration, and improvement actions.

Has oversight of a dedicated team of quality analysts that perform audits and assess performance against scorecards

Ensures quality reviews are conducted and analyzes the evaluations to identify trends and opportunities to improve the performance and overall project quality

Ensures team standards for quality service are achieved and initiates improvement actions when necessary

Collaborates closely with the Training Manager to define training requirements needed to support quality

Performs quality assurance to clearly define the desired agent behaviors during transition, operational readiness, go live, and ongoing operations

Facilitates calibration activities and works collaboratively with training and contact center operations personnel to ensure consistency in quality service requirements

Monitors and reports program performance against service level agreements and performance standards, initiating improvement actions when opportunities are identified

Analyzes performance trends and takes proactive steps to prevent service shortcomings

Reports performance information through formal and informal reports that may be contractual deliverables

Represents the quality function to clients, serving as a point of contact for quality inquiries

Conducts process and product audits to confirm compliance with company policies and contractual requirements

Diversity And Inclusion Competencies

FOR MANAGER ROLES:

Emphasis on removing bias in decisions related to promoting, hiring, leading, training, and coaching team members.

Advocate for diverse perspectives and model inclusive behavior.

Influence others to promote, embrace and progress an inclusive environment.

For All Roles

Dedication and commitment to promote diversity, multiculturalism, and inclusion in all work activities

Ability to collaborate in diverse teams to foster productive outcomes.

Essential

KNOWLEDGE, SKILLS & ATTRIBUTES:

Bachelors Degree, quality management or similar, or the equivalent combination of education, training, or work-related experience

Five or more years of related experience in healthcare process Quality Assurance

Two or more years of experience in mailroom and data capture process

Two or more years of experience managing a team

Demonstrated knowledge of quality assurance and continuous improvement concepts, procedures, processes, best practices, and industry trends in data capture space

Demonstrated collaboration with Operations, Software and Process Excellence teams to solve business problems

Effective oral and written communication presentation, and organizational skills

Excellent analytical and problem-solving skills

Excellent understanding of the BPO industry

Good knowledge of operational metrics and their impact on the business

Experience performing QA remotely as well as onsite

Capable of leading meetings and making presentations

Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)

Prior experience in a client-facing, project leadership role

Ability to work independently, handle pressure and deliver to deadlines

Responsible for impact analysis for a change request and implementation of an approved change request

Desirable

Demonstrated time management skills and strong interpersonal skills

Multi-tasking skills would be of paramount importance

Training and/or certification in Six Sigma methodology and analytics

Keyskill: Data capture, OCR (Optical Character Recognition), RMO, Digital intake

Full time