Assistant Manager - Transformational Quality-Healthcare

Qualifications:
•5 years BPO experience
•At least 2 years working with Quality

Other details :
Primary Duties and Responsibilities Deliver 'Next Gen' Shared Services Quality Organization by consistently 'Raising-the-bar' on service-delivery standards and enable low-risk and zero-surprises BAUDrive and conduct audit compliance, robust root cause, remediation plans, ensuring adherence to contractually binding audit targets.
Deliver sampling and stratification strategy based on Compliance checks, Financial processes (volume and Value mix) Errors, Customer priorities and Agent performance Ensure continued calibration to the quality framework Responsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring and reporting
Facilitate Kaizen initiatives within the team
Accountable for customer complaint resolution process
Ensure Process documentation and sign off as per ISO standards and WNS Quality Assurance
Playbook Responsible for timely and accurate reporting, updates and business insights
Foster a spirit of continuous learning and collaboration across teams career