Director, Quality Healthcare Mumbai

The Opportunity | Director of Quality Healthcare.
In this role, you will support the quality of operations across the sites, collaborating with the internal Quality team and partners to ensure consistency and quality in all interactions.
You will be an ambassador of the brand and must be able to articulate those expectations in an authoritative and decisive voice.
This person will set the bar and provide the framework to achieve success.
The Director also leverages their analytic skills to create a metrics-driven methodology of our accomplishments and improvement opportunities.
The right person is skilled at seeing the big picture and can communicate the findings effectively with critical stakeholders.
This role is incredibly impactful in the QA construct, and the right person must be highly motivated by the opportunity to effect change.
No single model or simple metric tracks our efficiency and effectiveness we are looking to you to help us create a framework to raise the bar for our operations globally.
As a Director Of Quality, Your Responsibilities Include?.
Support management focus on review of key drivers, metrics, and operational processes that drive KPI results.
Managing BEST QA Framework Implementation.
Demonstrate commitment to program internal customer satisfaction.
Defining audit strategies to ensure maximum improvement in quality performance.
Using smart logic in sampling for transactional audits.
Optimizing QA staff for maximum efficiency (productivity and accuracy).
Ensuring complete audit coverage operator-wise as per the audit plan and budgeted manpower.
Analyzing the reason for errors and concentrations of errors for improvement.
Ensuring RCA (root cause analysis) for escalations within operations.
Reviewing and redefining end-to-end non-compliance monitoring process.
Conducting daily hygiene checks on KPI outliers (operators) like AHT, CSAT, and FCR to improve performance.
Designing Key Performance Indices and defining Key Responsibility Areas for QA staff.
Recommending KPI changes as and when required to business to improve performance.
Managing end-to-end QA employee life cycle in operations.
Managing manpower budget and hiring of QA staff in operations.
Responsible for career development and growth path for QA staff.
Drive continuous improvement initiatives and automation opportunities to improve effectiveness and build efficiencies in the program.
Plan for Automation project in tandem with operation.
Get involved in RFP for new accounts and manage transition as part of the Quality function.
What Will You Need to Succeed.
Graduation degree.
14+ Years Experience in the Service industry (BPO) with 6 Years in a Quality managerial role.
Quality /Process control/Six Sigma certification is preferred.
Experience in leading Quality for International Healthcare process is a must.
Essential Skills (Must Have).
Customer service orientation.
Excellent verbal and written communication.
Data analysis and statistical aptitude.
Good interpersonal skills.
Excellent presentation skills.
Functional Expertise Areas.
Quality improvement project delivered using PDCA/Six Sigma or LEAN Methodology.
Exposure to handling clients and operations Stakeholders independently.
Advanced Excel Skills, preferably expertise in Power BI and Tableau, will be preferred.
Six Sigma/ LEAN or Equivalent certification is preferred.
Skills for planning, assigning, and directing work.
Ability to coach and develop action plans that maximize performance and provide effective feedback.
Behavioural Competencies For The Position.
Customer Service orientation.
Builds Collaborative Relationships.
Coaches & Develops Others.
Logical thought process.
The Leadership Competencies for Exceptional Potential Are?.
Smart and Decisive with Data.
Transformational Leader Empathy, E.
I.
& Resilience.
Agile Mindset.
Adaptability.
Global Thinker.
Innovative and Creative.
Purposeful and Impactful.
A True Partner.
Authentic and Connected Leader.
Infinite Learner.
Digitally Smart.
You Should Be Excited to Join the TP Family Because?.
We encourage you to live well.
To establish the right work-life balance.
We want you to focus on your future with our financial benefits plans.
We want you to keep learning, with excellent leadership development options for everyone.
We encourage you to be creative and to provide outside-the-box solutions.
We care about our citizens of the world with our great give-back programs.
We work hard to cultivate a supportive and welcoming workplace for everyone.
We encourage a full range of diverse and talented candidates to apply for our positions.
We are committed to building an inclusive workplace with our DE&I programs.
Our Cloud Campuses open their doors for you to lead from any global location.
Important | Policy on Unsolicited Third-Party Candidate Submissions.
Teleperformance does not accept candidate submissions from unsolicited third parties, such as recruiters or headhunters.
Such applications will not be considered, and no contractual association shall be established through such submissions.
Is There a Fine Print.
No fine print, though we will grab this space to remind you that Teleperformance is home to a global family with people from various backgrounds and lifestyles.
We will always embrace diversity and never discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.
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