BE Associate Quality Manager

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

Job title:BE Associate Quality Manager

Job Description:

PURPOSE OF THE ROLE:

This role ensure adherence to Quality framework for existing scope and deploy the framework for existing programs or any new ramp ups. identify the internal pain areas in client processes and build robust controls around them.

ROLES & RESPONSIBILITIES:

Performance Management

Ensures that the Business Excellence Team meets standards for monitoring in an objective fashion all customer contact points. (Web, voice, e-mail, white mail)

Responsible for reporting all behavior that does not conform to the client standards set by the company and the account management.

Designs and implements reports to establish patterns and trends as they may arise.

Able to provide quantifiable data to all quality judgments that are made.

Works with all Operations and Support Groups to drive change and improvement

Engage in on-going communication with the account and business partner, acting as quality liaison to resolve outstanding quality issues, provide audit follow-up, and ensure customer satisfaction with the vendor's quality systems

Review and approve process and QC documentation to release processes for distribution

Recommend the six sigma & lean projects in the organization

People Management:

Handles and resolves resistance of the team to change as it involves conflicting views and opinions.

Develops and trains team members through coaching, providing work advice and motivation.

Handles and resolves inconsistency of the team to change as it involves conflicting views and opinions.

Conducts meetings; Expands knowledge through seminars and keeping abreast of current quality issues.

Develops and trains team members through coaching, providing work advice and motivation.

Interviews and staffs QA team, internal and external candidates.

Conducts performance reviews and appraisals for Team Leaders (monthly/midyear/yearly).

Reviews preliminary investigation of disciplinary cases and approves/disapproves/escalates disciplinary actions in adherence to the provisions of the Company Code of Conduct.

Capability to train and conduct workshops in Six Sigma, Kaizens, Lean training etc.

Conduct & mentor GB and PCS projects

Process Improvement

• Leads and guides Business Excellence Leaders in identifying proactive initiatives for business process improvements

• Recommends corrective services within client limits to adjust customer complaints.

• Provides continuous improvement of processes and systems.

Location:Iloilo, Cybergate, PaviaPhilippines

REQ-013411