Assistant Vice President - Quality - HealthCare BPO

Title : AVP - Quality (HealthCare BPO)

Location : Vizag / Andhra Pradesh

Job Description :

- Lead 'Next-Gen' Shared Services Quality Organization by consistently 'Raising-the-bar' on service-delivery standards & enable low-risk & zero-surprises BAU

- Develop a high-performing team supporting Account/s and provide exceptional quality assurance services to the Organisations clients

- Drive & improve efficiency, leading to better operating margins with strong focus on governance, timelines and risk management

- Redesign & deploy sampling and stratification strategy based on Compliance checks , Financial processes (volume & Value mix ) Errors, Customer priorities & Agent performance

- SLA baselining, predictive SLA monitoring & reporting

- Provide thought leadership, creative solutions & leverage problem solving techniques to drive continuous improvement

- Serve as an integral part of the enterprise ecosystem by participating in strategic projects, RFPs, Client visits

- Digitalization of Quality Assurance Delivery - embed Digital tools to strengthen audit mechanism & control framework

- Provide meaningful business insights to all stakeholders; in-depth statistical analysis, defects, exceptions and trends leading to performance enhancement & client experience

- Demonstrate Leadership Behaviors (e.g. Enterprise Thinking, Effective and Quick Decision Making, Making Collaboration Essential)

- Foster a spirit of continuous learning & collaboration across teams

- Create and Drive Process Excellence Transformation Roadmap & Projects

- Help Client Organizations realize business objectives by driving Process Improvements, - End to End Transformations, RPA, Analytics and other levers.

- Work closely with internal stakeholders and Client contacts to develop, co-create and lead their Transformation journey across multiple accounts.

- Liaise with Technology, Transitions, Capability and other internal functions to provide end-to-end solutions.

- Responsible for execution, closure and quantification projects for aligned accounts, in line with Client expectations.

- Drive contractual productivity, gap assessment, and work with Account leaders to address.

- Work collaboratively with teams to perform due diligence and work across design, development, testing phases for effective automation solution implementation

- Take responsibility for project activities including work estimation, planning, stakeholder management and project quality

- Skilled in due diligence exercises and identifying, analyzing, designing, developing, implementing and maintaining automation solutions for a variety of processes for a BPO/BPM organization

- Drive VOC actionable across the team and maintain / improve scores.

- Contribute and present in client/customer reviews/meetings.

- Creating various approaches, negotiating and fostering relationships with internal and external partners

- Create business cases, make recommendations regarding benefits, financials, risks, contractual requirements and the long-term sustainability of initiatives

- Complex change management through collaborating and influencing

Educational Qualification / Work Experience /Skills Required :

- Graduate / Post Graduate with Overall work experience of minimum 12+ yrs.; minimum 6 yrs. experience in Quality

- Lean Six sigma Black Belt certified preferred Lean Six Sigma Black Belt certification preferred but not mandatory.

- Exposure to Robotic Process Automation (RPA) in BPO/ITES environment

- Business acumen and strong result orientation

- Excellent communication and project management skills

- Ability to create powerful presentations, business cases and white papers

- Very resilient and lateral thinking capability

- Strong stake holder and relationship management skills and dealing with senior executives

- Previous experience in leading transformation projects

- Highly self-motivated, proactive and eager to develop new capabilities in evolving role.