Quality Assurance Lead at HealthifyMe
Manage a team of QAs & SMEs in delivering transaction quality and process improvement initiatives on the floor. Drive continuous improvement of core quality processes with intent to improve key business goals such as revenue and customer satisfaction.
Summary of essential job functions
•Required to lead a team of Call Quality resource and meeting the performance parameters and SLAs.
•Preparing weekly and monthly quality reports (Quality Dashboard, Pareto analysis, RCA etc.)
•Performing trend analysis and identifying quality improvement opportunities.
•Managing Quartile management identifying Bottom Quartile: Identifying barriers and root causes
of the issues and performance and to bridging performance gap by conducting refresher trainings and product assessment.
•Responsible for calibration process and reporting – Internal and TQO
•Perform Training Need analysis by measuring the performance and analyze trending which is
followed by sessions/trainings or redesigning the training structure if required.
•Review performance on Quality team (KRAs and KPIs) and actions initiated by the team to
enhance process level performance.
•Improve overall Employee Performance in terms of C-Sat and compliance
•Work on implementing the FMEA framework across the process
•5 Years overall experience in a TransactionQuality process role with at least 12 months’ experience handling a team of QAs (on paper).
•Process Oriented, exceptional planning & decision making skills, Ability to prioritize, Ability to meet deadlines and work under pressure in an unstructured environment
•Ample experience in analyzing results of VOC surveys such as NPS and C-SAT.
•Should have excellent written and verbal communication.
•Good understanding of MS Office applications (Excel, Word, PowerPoint)
•Needs to have exposure to elements of Lean, Six Sigma and ISO 9001 standards
•Strong knowledge of customer care processes and techniques.
•Result oriented approach to activities
•Knowledge of process improvement methodologies and tools, statistical methodologies will be an added advantage