a. Customer related :
Keep abreast with the process of claims processing in the healthcare industry.
Have thorough knowledge of the job.
Have a good understanding of the performance SLAs and meet the SLAs.
Understand all binding laws and regulations related to the project.
Developing in-depth knowledge base among the team members relating to domain and process.
b. Financials related :
Responsible for driving quality improvement initiatives, among the teams aligned to them, to ensure avoidance of penalty.
Should manage the P&L for the process.
c. People related :
Good communication skills, inter personal skills and excellent team handling skills .
Provide feedback on error, submit progress reports of the processors to reporting manager.
Conduct individual performance reviews and propose the required action plan.
Derive Action plans based on teams error trends and help in effective implementation .
d. Process related :
Plan & forecast resources for optimal utilization of manpower
Accountable for the production and quality targets of the team
Updating management on team performance
Coordinating with the client on process related issues and updates
Identifying, recommending and implementing ways to increase the productivity and the quality of the team
Addressing the technical queries raised by the team
Identify key people and build good leaders and motivating team members
Interacting with management, and put forth queries/concerns of the team
Identify & Facilitate training programs for the team
Conducting team reviews, submitting progress reports of the team to the manager and conducting appraisals
Recommending benefits, bonus, incentives and promotions for the team
Counseling of team members on improving Quality & productivity
Play an active role recruitment process
Meeting attrition goals for their respective process
Supporting the management team on business development
Sharing management views with the team
2. Secondary responsibilities (if any) :
a. Customer related
b. Financial related
c. People related:
Ability to work with a diverse population.
Ensure the process follows strict adherence to the process workflow and apt behavior is observed.
Ensure good leaders are developed.
Final point of Escalation of issues/concerns with the support groups i.e., HR, Admin, TSG, QAG and Finance.
Handling disciplinary issues and administrative issues of the project.
d. Process related :
Put forth queries/concerns of the BUH and address accordingly.
Counseling of team members on improving Quality & productivity.
Reviewing continuous quality improvements processes.
Knowledge in the healthcare industry will be preferred.
Team handling skills is a mandate .
Knowledge of basic necessary computer applications.
Have a positive attitude.
Domain expertise, if any :
Any healthcare BPO industry (Optional).
High school +2+3.
6+ years (healthcare industry knowledge preferred).
Certifications (Technical / Non-technical), if any :
Salary: INR 6,00,000 – 10,00,000 P.A.
Industry: BPO / Call Centre / ITES
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Quality
Role: Quality Assurance/Quality Control Manager
Employment Type: Permanent Job, Full Time
Keyskills: US Healthcare, Assistant Manager, Quality, Deputy Manager, Quality, Six Sigma Black Belt, Six Sigma Green Belt.