Senior Service Quality Manager
hace 3 días
To provide direction and support to SQ and Process improvement team to perform defined set of activities which result in systemic solutions leading to continual and breakthrough improvement of service delivery.PRIMARY DUTIES AND RESPONSIBILITIES:Manage a team of 2-3 QA managers spread across different LOBs.Coach, guide and support Quality & Process Improvement teams to perform defined quality improvement tasks.Prioritize and allocate improvement projects based on internal and external quality data.Conduct periodic performance review of progress made on improvement projects and plan course corrections to ensure planned results are accomplished.Develop and implement plans for continuous education across SQ function in the location.Build cross domain expertise of team members to enhance their skill and knowledge.Identify tools, techniques and methodologies required to upgrade competency of team members to deliver breakthrough results.Coordinate with training team for redesigning online and entry-level training modules and TNI for existing associates.Participate in client calls whenever necessary along with SQ TLs to represent Quality.Drive performance management initiatives for SQ function at the location.Define visual display system for each team performance on floor - Visual Factory.Drive Six Sigma culture across the location.Act as a single point of contact for all quality related activities of the location.EXPERIENCE:Essential:Graduate/Post graduate of Nursing with an active PH or US registered nurse licensure with minimum 2-4 years of work experience as Quality Assurance Manager.Experience in US Healthcare (Clinical services – Prior authorization, Claims, Clinical appeals, UMR, Benefits Eligibility) BPO organization is required.Sound knowledge on various quality improvement tools and techniques like Kaizen, Lean six sigma (Greenbelt or Blackbelt certified), FMEA etc.Proven process improvement experience to improve delivered quality.Desirable:Six Sigma certified from a reputed company/certifier.Experience in revenue cycle management industry.CANDIDATE PROFILE:Demonstrated creativity and innovation to do things differently to bring effectiveness.Proven ability to analyze and improve work processes.Ability to improvise existing process and design new process.Ability to build quality culture with various initiatives.Ability to speak effectively before groups of employees.DELIVERABLES:Resolving prioritized problems coming out of data analysis keeping in view systemic solutions for sustainability.Enhancing team competence for resolving issues faster and take on more improvement projects.Creation of knowledge repositories.Close looping of improvement actions resulting in upgradation of floor training and classroom training activities.Job Type: Full-timePay: Php100,000.00 - Php120,000.00 per monthSchedule:Monday to FridayNight shiftSupplemental Pay:13th month salaryOvertime payPerformance bonus#J-18808-Ljbffr
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