Deputy Manager - Quality - BPO

Role:

- The primary objective of the role is to deliver first class service to the customers through the effective management and leadership of the Quality team and acting as a mentor and coach to the Quality

- Minimum 4 years of work experience in Healthcare BPO Industry with at-least 2 years experience in current role

- Strong Knowledge of Medical Coding

- Delivering Quality matrix as per agreed SLA for the team

- Implement &monitor sampling methodology

- Manage QA capacitization

- Participate in org. initiatives

- Identify process improvement opportunities and drive towards closure

- Responsible to create Qualitative and Quantitative Analysis

- Preparing Quality Forms and analyzing data from evaluations to prepare floor Training Needs

- Designing action plans for the skill-set to improve on the Customer Satisfaction indices (Resolution & Good Customer Experience)

- Track and analyze errors

- Initiate & mentor improvement projects

- Meet CTQ's as per SLA

Angeline
GPS