Senior Director - Service Quality


Work Location: Chennai

The Senior Director - Service Quality is responsible for envisioning, planning, and leading the implementation of quality management initiatives in the organization, with the objective of optimizing business performance in alignment with the vision and mission of the company.


  • Create and implement best practices in line with the organization's vision, mission, strategy, policies and processes

  • Contribute to overall business strategy and annual budgeting. Prepare the annual Quality budget and forecasts

  • Implement procedures to aid and improve business performance

  • Delivery and maintenance of quality norms across all projects

  • Implement quality strategies and processes to meet business objectives and operational needs in terms of price, quality and delivery targets

  • Evaluate the challenges faced by the business and take necessary action to mitigate risks

  • Develop opportunities to enable the company to compete effectively and sustainably in the market

  • Drive any necessary culture change for improvement in business performance to deliver on the strategic goals

  • Prevent non-conformances, customer complaints and concession and coordinate with Operations to develop corrective/preventive actions within suitable time-frames

  • Ensure that corrective actions are delivered and non-compliance issues are resolved on time

  • Develop Quality Management Systems, and develop and train a high-performance team in line with the organizational philosophy

  • Develop and maintain strong relationships with internal and external stakeholders to ensure optimal performance

  • Collaborate, negotiate and engage with key stakeholders to facilitate compliance with the quality strategy and delivery within the stipulated timelines

  • Recommend solutions without compromising on quality of service, while optimizing costs and ensuring the organization's margin optimization objectives are met

Knowledge and skills required

  • Strong communication skills and presentation skills

  • Confident and passionate on quality aspects

  • Analytical bend of mind with logical approach to solutions

  • Self-starter with the ability to function with minimal/no mentoring

Qualifications and experience

  • Any degree (any specialization) from a reputed university

  • Relevant certifications in medical coding is an added advantage

  • At least 10 years of experience in quality management roles

  • A total of 15-20 years of work experience in a corporate environment


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