Director – Service Quality

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The Director for service quality will lead a large team of quality managers and auditors across Access Healthcare's global delivery centers. This position reports to the Head of Quality and Business Excellence.

Work Location: Chennai

KEY TASKS & RESPONSIBILITIES

  • Responsible for implementing industry best practices:

    • Identify and implement Service Quality best practices and ensure standardization across the projects to drive re-usable processes and measurable outcomes

  • Collaborate with operations to assure delivery of superior quality services to customers:

    • Ensure calibration of Service Quality and leverage data-driven analysis for process improvements

    • Optimize the cost of quality by driving process automation through systematic process improvements and deploy fail-proof techniques by leveraging process automation

    • Periodic assessment and analysis of project risks and risk mitigation strategies, update quality requirement checklists and to raise Early Warning Signals

  • Interface with customers:

    • Represent quality team in customer review meetings to present descriptive/ predictive analytics using operational metrics and highlight the process improvements with derived benefits

    • Joint representation in PMO for new transition engagements to ensure service quality readiness before project go-live

  • Manage the service quality Team

    • Engage with Service Quality team members and align the team towards organizational goals

    • Responsible for development of the skills of the service quality team through constant training and skill development workshops

KNOWLEDGE AND SKILLS

  • Six Sigma Green Belt or Black Belt certifications

  • Ability to collaborate with strategic and execution realms, with minimal supervision

  • Excellent presentation skills, including strong oral and writing capabilities; ability to clearly communicate compelling messages to senior leadership team and external business partners

  • Strong analytical and problem-solving skills with sound business judgement

  • Ability to handle global or multi-location teams and customer projects.

  • Possess excellent leadership, analytical, project management, and people management skills

  • Excellent interpersonal skills to build and maintain productive lasting relationships, even in difficult situations, with diverse people spanning internal/external organizations

Qualifications

  • 10+ years of experience in managing transactional quality in manufacturing, IT, and BPO for multiple customers; precisely 5+ years in managing service quality teams

  • Healthcare Revenue Cycle experience preferred

Travel

  • Travel from time-to-time to customer offices and offshore delivery centers

Compensation

  • An attractive package will be crafted for the right candidate