Manager - Quality (International Healthcare Process)

Hinduja Global Solutions Inc.
  • Bangalore
  • Confidential
  • 7-12 years
  • 09 Jun 2015

  • Quality Control - Product/ Process, Operations

  • BPO/ ITES/ Call Centers
Job Description

1. Primary responsibilities :
a. Customer related :
Keep abreast with the process of claims processing/ accounts receivables 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.

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.

Desired Profile

Knowledge in the healthcare industry will be preferred.
Team handling skills is a mandate .
Knowledge of basic necessary computer applications.
Attitude :
Have a positive attitude.
Domain expertise, if any :
Any healthcare BPO industry (Optional).
Ability to work in night shifts

Job Posted By

About Organisation

Hinduja Global Solutions Inc.