Senior Manager - Quality, Bangalore

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Establish a robust quality assurance utility & culture that focuses operations management on improving service quality, minimizing cost of errors and poor processing, providing structured training and feedback on an ongoing basis, cross training, individual agent performance and working with the Management teams to eliminate non value activities and improving input quality Responsible for customer facing quality systems; define, document, implement, measure, ensure effectiveness of Customer issue tracking, own and manage the process, failure analysis, root cause analysis, corrective and preventive actions and management accountability for customer issues Partner with key stakeholders to identify and execute strategies for achievement of business objectives To acquire an in depth understanding of the quality measuring procedures and the training requirements of the processes. Develops, implements and maintains a standardized quality management plan and program to ensure compliance with external regulatory and accreditation requirements. Establishes and maintains tracking and monitoring systems. Quality improvement activities according to regulatory requirements, policies and procedures and contractual agreements. Ensures high risk, high volume, and unusual events are monitored concurrently and retrospectively as they occur. Researches and develops performance measurement and outcome studies to assess and improve the health of the process. Plans, organizes and manages the design, development and analysis of a wide variety of topics relevant to processes Manages and evaluate performance of staff services performance improvement activities. Provides department orientation to new staff and ongoing staff development to the entire department. Coordinates guidelines, studies and performance improvement activities in concert with the utilization management, quality management Prepares, compiles, reviews and submits monthly and quarterly reports for quality committee meetings. Participates in the development, review and updating of policies and procedures. Develops and analyzes reports to monitor and evaluate quality performance in meeting established goals related to quality improvement plan and contractual requirements. Operational Effectiveness & Control Expertise in handling multiple accounts and client base Develops and manages a high performance Quality Assurance team. Excels at staff development and succession planning, filling roles with qualified candidates. Demonstrates communication techniques and leadership qualities that serve to pull both individual team members as well as the entire team to higher levels of performance (as assessed by supervisor). Complete other responsibilities, as assigned. Role Context Ability to establish quality KPIs, set up measurement and tracking systems/processes, set goals and drive actions Be proactive to put forward plans and able to prevent potential fraudulent situations Be able to generate, understand and also interpret MI reports on quality reviews conducted. Flexibility in adopting changes as per the department requirements. Promote an environment that supports diversity and reflects the HGS Brand High levels of technical and professional expertise are required to provide guidance and advice on specialized matters The role entails regular contact with peer group and senior managers to coordinate efforts and report progress and results The individual will have a strong learning curve and will demonstrate the ability to apply learned techniques, knowledge and expertise to new business situations and in different business environments Drive standardized Quality process through the quality tools provided Candidate Education: Required Bachelor's Degree Candidate Experience: Required 10+ years of experience in directly related Quality Improvement job duties Candidate Skills: Advanced Demonstrated written communication skills Advanced Demonstrated interpersonal/verbal communication skills Advanced Demonstrated analytical skills Advanced Demonstrated problem solving skills Intermediate Ability to work in a fast paced environment with changing priorities Intermediate Ability to multi-task Advanced Ability to effectively present information and respond to questions from customers Advanced Ability to effectively present information and respond to questions from peers and management Intermediate Ability to lead/manage others Advanced Ability to influence internal and external constituents Certifications: Certification in quality assurance / control / management / six sigma would be desirable Technical Skills: Required Intermediate Microsoft Excel Required Intermediate Microsoft Word Required Intermediate Microsoft Visio Required Intermediate Microsoft PowerPoint