Home
Communities
Companies
- Companies
  
  Discover best places to work
- Compare Companies
  
  Compare & find best workplace
- Add Office Photos
  
  Bring your workplace to life
- Add Company Benefits
  
  Highlight your company's perks
Reviews
- Company reviews
  
  Read reviews for 6L+ companies
- Write a review
  
  Rate your former or current company
Salaries
- Browse salaries
  
  Discover salaries for 6L+ companies
- Salary calculator
  
  Calculate your take home salary
- Are you paid fairly?
  
  Check your market value
- Share your salary
  
  Help other jobseekers
Interviews
- Company interviews
  
  Read interviews for 40K+ companies
- Campus placements
  
  Interviews questions for 1K+ colleges
- Share interview questions
  
  Contribute your interview questions
Jobs
Awards

RATE NOW!
- ABECA 2025
  
  RATE NOW!
  
  AmbitionBox Employee Choice Awards - 4th Edition
- ABECA 2024
  
  AmbitionBox Employee Choice Awards - 3rd Edition
- AmbitionBox Best Places to Work 2022
  
  2nd Edition
- AmbitionBox Best Places to Work 2021
  
  1st Edition

Add office photos

Employer? Claim Account for FREE

Ecorgy Solutions

Compare

2.6

based on 21 Reviews

6 Ecorgy Solutions Jobs

BPO Quality Assurance Manager - Ecorgy Solutions

Ecorgy Solutions

2.6

based on 21 Reviews

4-7 years

Thiruvananthapuram

1 vacancy

BPO Quality Assurance Manager - Ecorgy Solutions

Ecorgy Solutions

posted 1mon ago

Job Role Insights

Fixed timing

Key skills for the job

BPO Data Analysis Customer Service Analytical Chemistry US Healthcare Six Sigma Black Belt

+ 4 more

Job Description

As the Quality Assurance Manager (BPO), you will play a pivotal role in ensuring our healthcare services meet the highest quality standards. Your focus will be on delivering exceptional service while fostering robust relationships with our clients and stakeholders.

Responsibilities:

Project Quality Management : Uphold and elevate quality standards for our healthcare BPO clients, ensuring projects are delivered to the highest level of quality.
Performance Monitoring : Analyze key performance indicators (KPIs) such as NPS/CSAT and external audit scores to identify areas for improvement and ensure compliance.
Process Improvement : Develop, implement, and continuously improve effective quality assurance processes and procedures. Conduct regular audits to identify and address process gaps and inefficiencies.
Team Management : Lead and motivate a team of quality assurance specialists, fostering a collaborative and supportive environment. Ensure efficient issue resolution and exceptional service delivery.
Client Satisfaction : Provide outstanding customer service, resolve client escalations effectively, and maintain strong relationships with stakeholders.
Data Analysis : Leverage data to glean valuable insights and share key observations and recommendations through quality audits. Stay abreast of the latest trends and best practices in healthcare BPO quality assurance.
Call audits and process improvement : Drive continuous improvement through call audits and effective process optimization within the healthcare BPO domain.

Continuous Process Excellence: Identify areas for improvement and drive enhancements from one level to another. Implement strategies for ongoing process optimization and efficiency.

Lean 6 Sigma Expertise: Possess Lean Six Sigma Green or Black Belt certification. Apply Lean Six Sigma methodologies to streamline operations and enhance quality.

Error Management and Prevention: Maintain comprehensive error logs to track defects and issues. Develop and implement proactive solutions for defect prevention.

Inculcate the habit of Do It Right First Time : Foster a work environment that encourages a proactive mindset towards accuracy and quality. Instill and promote the culture of executing tasks accurately from the outset.
Team Training and Development: Provide comprehensive training to process team members. Ensure team members are equipped to deliver error-free results through continuous skill development.

Requirements:

3-5 years of experience in Quality Assurance management, preferably in the BPO industry. Healthcare background is preferred but not a must.
Proven understanding of quality assurance principles and methodologies, including program development, implementation, and maintenance.
Excellent communication, interpersonal, and leadership skills.
Strong analytical and problem-solving skills, with the ability to identify and implement solutions for quality issues.
Proficiency in Microsoft Office Suite and relevant software tools.
Willingness to work night shift from our office at Elippode, Trivandrum.
Immediate Joiners candidates from Trivandrum or nearby districts are preferred.