Access Healthcare is seeking a Delivery Manager - Service Quality, to take up responsibility for quality management initiatives in the organization with the objective of optimizing business performance in alignment with the vision and mission of the company. The position will report to the Director of Quality, and will be based in Manila, Philippines.
Work Location: Manila
RESPONSIBILITIES
Be the single point of contact for client interactions with respect to Quality
Manage daily quality operations of the team, ensuring overall quality of the process and driving improvement initiatives
Support Operations teams in identifying areas of improvement/development based on analysis of performance data
Identify the training needs for Operations and Quality teams, including competency building in Lean Six Sigma through training and mentoring of projects
Ensure accurate MIS reporting for Quality aspects and identify and prioritize improvement opportunities within the program
Conduct internal & external reviews and mentor emerging leaders
Assist in best practices sharing across programs
Monitor performance and deliverables of the Quality team and ensure compliance with the defined Standard Operating Procedure (SOP)
Conduct periodic review of the MSA and improve the team capabilities according to SOP requirements
Conduct FMEA audits/analysis to ensure operations hygiene is kept up
Job requirements
Demonstrate good leadership skills to lead, motivate and engage the team members.
Ability to train and upskill the QA Team on Quality concepts and analytical skills as per business requirements
Be accountable for team members’ results and will be responsible for selecting, training and coaching of staff
Be approachable and skilled in resolving all people related issues as per the company HR policies
Must have organizational skills and time management abilities to aid in multitasking and prioritizing deliverables to efficiently meet deadlines and high-level goals
Must have good communication skills, and be able to build good working relationships with internal and external stakeholders
Capacity to handle change, stay open to different ideas, support positive changes
Excellent analytical and problem-solving skills, analyzing large amounts of data and deriving action plans to bring improvements to the process
Very high levels of integrity and attention to detail
Qualifications and experience:
8-10 years of experience in BPO/KPO/Healthcare services, out of which at least 5 years should be in a role directly dealing with Service Quality (Quality Assurance or Transactional Quality)
Six Sigma Black Belt/Master Black Belt certification from reputed institutions like ISI, ASQ, Benchmark, KPMG etc.
Project experience is highly preferred, but candidates demonstrating a strong grasp of the key concepts will be considered even otherwise
Project experience is highly preferred, but not mandatory if the candidate demonstrates a strong grasp of the key concepts
More Ways to Apply
Email us at: PH_TA_TEAM@accesshealthcare.com
Call us at: (+63) 2823-8280
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