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Manager Quality

Location:
Chennai, Tamil Nadu, India
Salary:
12 LPA
Posted:
March 25, 2019

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Resume:

RM. Vallikannu

#**, ******** *******, **, ***** floor, Cholembedu main road,

Krishnapuram, Ambattur, Chennai–53.

Email: ac8wag@r.postjobfree.com

Contact: +91-984**-*****

Current Position: Manager

Profile Glance:

Overall 17+ years of experience in various sectors(BPO, KPO, Training & development, Epub manual, Kindle documents etc.,) in different verticals

Transition, Operations, Quality, SLA metrics monitoring, End to End process management, Six sigma projects, ISO/ISMS Audit, SAS/GDPR compliance audit, Team management, KPI/KRA measurement, Attrition control.

Expertise knowledge in various domains

Healthcare Industry (End to End RCM process management, Inbound & Outbound, Voice & Non-voice)

Logistic process (TAT, Quality, SLA Metrics, Transactional Quality measurement)

Quality measure for ePublishing manuals/Books/Journals for Kindle/Tablet, (Text/Alignment/Graphics quality measure)

Technical support (Hp Compaq, call monitoring, RTQM, call center COPC metrics adherence)

Achieving SLA quality metrics, Quality assurance & client deliverables, TAT, MIS Reports, Invoice/Billing

Project Transition for various physician & hospital billing Clients from offshore

Project Transition for small and large billing Clients in various LOB – Voice & Nonvoice, Inbound/Outbound (Defined SOP/SLA metrics/ Quality Doc for all transitions and approved by client)

Handling daily/weekly/monthly supervisorial, operational deliverables and communication with all clients, maintaining good rapport with clients.

Exposure to Revenue Cycle Management – Bills front office /Back office operation (Benefits verification for all levels of care, Authorization & Referral administration)

Excellent understanding of new process & transition, multi-tasking ability and leadership skills

Performance driven with successful experience in Customer Service, Training, Quality and operations Management

Handled client of 100+ associates with multiple profiles right from Associate to Supervisor/AM/PM with very high focus to bridge between team co-ordination work and client satisfaction

Good Leadership skills & ability to think & take decision focused even at critical situation

Mentored more than 200+ associates during my tenure to grow up in ladder

Core skill: Ability to convince people and get work done on time & skill for people retention

CERTIFICATION

Six Sigma Green Belt certified - AUTVS

Honors Diploma in software technology – NIIT

CORE SKILLS

Client relationship management & client communication,

SLS metrics management

Qualitative and Quantitative Measurement,

Team building & Team bonding

Goal Setting and Implementation

Six sigma Project Management, Quality enhancement

Innovation and Enhancement Initiatives

Prioritization and Time Management

Identifying process gaps, fix it through CQIP

New process Tool design, testing & enhancement

Driving six sigma projects & initiatives

Mentoring new process/ buddies

Achieving SLA metrics in TAT & quality

Optimum Resource Management

Mentoring and Training

Performance measurement & Appraisal Skills

Stress Management

MIS & Client report skills

Attrition control

CSAT & FCR measure

PROFESSIONAL EXPERIENCE - 1

Manager – Quality @ ITECH INDIA (From May 2013 - till date)

Accountable for the overall operational quality in all verticals @ Itech in various domains, achieving SLA metrics and monitoring client deliverables, Client communication and management . Implementing process enhancement & improvements . Identifying process gaps and executing six sigma projects in various domains. Identifying process gaps & implementing action plans & control measures through CQIP.

Responsibilities:

Direct and single point of contact as a manager for Clients/offshore team at different locations in US and offshore team members.

Handle process client/offshore team requests on a priority basis, complaints and concerns log

Monitor service level guidance on E2E model, measure Customer satisfaction, First call resolution, First touch quality

To control # of customer complaints & bring down the Issue Logs being sent from client and resolve maximum logs internally

Mentoring & Managing AM’s & Quality executives, assigning tasks in all process based on their skill’s for timely resolution

Ensure timely follow up on quality issues from all the clients, make recommendation to management for process change, implement effective QMS across vertical

Periodic analyzes of ongoing effectiveness & integrity of Quality measurement system as per current trend

Documentation of client specific process, rules, customization of standard process (SOP) and Identify the potential associates in the team for next level promotion

Preparing process control & Quality document for client approvals

Developing project plans, setting benchmarks, provide plan for optimum utilization of available resources

Ensuring client requirement are met by achieving all SLA’s metrics for Bonus level & client satisfaction

Vendor and Branches /Sites Management, motivating team to perform and deliver with high standards in all process

Identifying errors by random audit and creating a CAPA action plan (corrective and preventive action)

Receiving and acting upon all customer complaints received from the client through CQIP measure

Ensuring feedbacks and issues from team members are dealt in an appropriate manner and escalating priority issues to top management &rebuttal to client

Providing regular performance feedbacks to associates and always on the lookout in improving team members skills

Identifying process related issues and timely escalation to managers on both work and people front

Guiding team members by diagnosing improvement opportunities, providing effective feedback, mentoring, training, professional development, and growth action plans

Optimum resource utilization and constant productivity, Quality and Turnaround Time improvement

Maintain cost effective and stable workforce to absorb volume volatility, RTQM

Responsible for setting up the production targets on a monthly/quarterly/yearly basis and to exceed them

Responsible for conducting periodic team meetings, outings & team bonding activities on an on-going basis

Delivering various reports to Client and Management as per the requirements on a Daily/Wkly/Monthly basis on team performance & collections metrics.

PROFESSIONAL EXPERIENCE - 2

DELL SERVICES INDIA, CHENNAI (From Dec 2003 to June 2012)

Reported to the Delivery Manager and supervised maximum of 40 process associates team & QA associates, managed service delivery for a various physician & Hospital billing Clients in United States healthcare sector providing back-office support and AR calling & Benefits verification assessment.

Key Accomplishments:

Successful offsite transition of physician billing account which generates high revenue and increase in profitability every year.

Efficiently managing clients/team members and achieved all the SLA established by the clients on a monthly/yearly basis

Reviewing and designing performance/process improvement plans for team members / processes.

SME in an operation team which Re-designed work flow with the help of IT staff to gain operational efficiencies by automation, optimal utilization of resources, which helped to cut operating costs

Client appreciation received for exceeding the collection target & resolving the issue logs on time.

Worked in a challenging and motivating environment, which revolved around teamwork so as to provide best service to the clients.

Responsibilities:

Responsible for managing multiple processes to achieve the client deliverables in terms of quick completion of work and to exceed revenue collection goals established by the client

To bring down the Issue Logs being sent to client and resolve maximum logs internally

Ensure follow up of quality issues from the quality department

Documentation of client specific process, rules, customization of standard process and rules

Receiving and acting upon all customer complaints received from the client

Ensuring feedbacks and issues from team members are dealt within an appropriate manner and escalating priority issues to management

Providing regular feedbacks on quality issues and always on the lookout in improving team members quality of work

Guiding team members by diagnosing improvement opportunities, providing effective feedback,, and corrective action plans to minimize errors

Leadership Training:

Undergone management & supervisor level workshop - Leadership skills training, Project Management, Essentials of management, ISO & ISMS audit training, Work & life balance, work pressure management training.

Completed Six Sigma Green belt training & certified from AUTVS.

Involved in many productivity & quality (Accuracy) Improvement projects in various verticals

Conducted ISO & ISMS Internal audit for various process individually, worked as team player in crisis management team to handle process at high red alert in terms of client satisfaction and successfully recovered to satisfaction level

PROFESSIONAL EXPERIENCE - 3

SUTHERLAND GLOBAL SERVICES (From July 2002 to Nov 2003)

Tech support Executive – SME (call coaching & Monitoring)

Responsibilities:

Troubleshooting technical issues for HP Compaq client, Dell. Handling escalated customer calls,

Evaluating call quality parameters & client calibration. Call barging & monitoring, mentoring new buddies

Maintaining team associates ACT, Aux, FCR & CSAT

PROFESSIONAL EXPERIENCE - 4

SOFTWARE SOLUTIONS INTEGRATION Ltd., (From Dec 1998 to Apr 2002)

Software Engineer, Training

Education:

M. Sc., (IT) From Alagappa university

B. COM From Chennai university

PERSONAL DETAILS

Sex : Female

Marital Status : Married

Husband's Name : V. Chidambaram

All the information provided above are true to the best of my knowledge.



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