ROLES & RESPONSIBILITIES:

Performance Management

• Ensures that the Business Excellence Team meets standards for monitoring in an objective fashion all customer contact points. (Web, voice, e-mail, white mail)
• Designs and implements reports to establish patterns and trends as they may arise.
• Able to provide quantifiable data to all quality judgments that are made.
• Works with all Operations and Support Groups to drive change and improvement
• Engage in on-going communication with the account and business partner, acting as quality liaison to resolve outstanding quality issues, provide audit follow-up, and ensure customer satisfaction with the vendor's quality systems
• Review and approve process and QC documentation to release processes for distribution
• Recommend the six sigma & lean projects in the organization

People Management:

• Handles and resolves resistance of the team to change as it involves conflicting views and opinions
• Develops and trains team members through coaching, providing work advice and motivation.
• Handles and resolves inconsistency of the team to change as it involves conflicting views and opinions.
• Conducts meetings; Expands knowledge through seminars and keeping abreast of current quality issues.
• Develops and trains team members through coaching, providing work advice and motivation.
• Interviews and staffs QA team, internal and external candidates.
• Conducts performance reviews and appraisals for Team Leaders (monthly/midyear/yearly).
• Reviews preliminary investigation of disciplinary cases and approves/disapproves/escalates disciplinary actions in adherence to the provisions of the Company Code of Conduct.
• Capability to train and conduct workshops in Six Sigma, Kaizens, Lean training etc.
• Conduct & mentor GB and PCS projects

Process Improvement:

• Leads and guides Business Excellence Leaders in identifying proactive initiatives for business process improvements
• Recommends corrective services within client limits to adjust customer complaints.
• Provides continuous improvement of processes and systems.

General Safety and Security

• Protects the organization?s assets by upholding the principles of the Quality Information Security Management System (QISMS).
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization?s business functions.

Remain compliant with the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA) ? For Healthcare Accounts

COMPETENCY REQUIREMENTS:

• Communication Skills
• Computer Literacy
• Interpersonal Skills
• Work Organization
• Adaptability
• Performance Management
• People Management
• Discipline Management
• Conflict Management
• Fiscal Management
• Process Improvement
• Business Process Knowledge
• Problem Solving
• Presentation Skills
• Business Acumen
• Facilitation Skills
• Analytical Skills

MANDATORY SKILLS:

• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
• Demonstrated ability to mentor, coach and provide direction to a team of employees
• Demonstrated ability to take initiative and ownership with focus on continuous improvement
• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team
• Solid understanding of the organization's business operations and industry