Who we are

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 222,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.

The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

About the Job

This position is responsible for day-to-day management of the staff in support of (HCL Clients) healthcare business operations overseeing all Quality-related activities. In addition, this position is responsible for identifying, recommending, and implementing process & system solutions with a focus on a great customer experience and a cost-effective, high-performing operation

We are in search of a “Quality Manager – BPO Backoffice” to join us on our journey in advancing the technological world through innovation and creativity.

Essential Duties and Responsibilities

• Manage day-to-day Quality operations and directs the team responsible for Quality control activities
• Manage and meet performance targets for Accuracy, Client SLA, quality scores, value adds and customer satisfaction
• Manage a group of Team Leads & Quality Analysts responsible for management of QA Team.
• Ensure quality and efficiency measures are met within the team and in accordance with service level agreements
• Provide coaching and feedback to DRs to ensure satisfactory performance levels
• Use business tools and Healthcare RCM knowledge to identify problem areas and document business requirements
• Establish and maintain effective work procedures
• Review and ensure process follow internal policy requirements and external regulations.
• Coordinate, participate, and/or manage multiple projects assigned by senior management
• Interface and coordinate with various stakeholders
• Mentor the Green/Yellow belt projects and drive continues improvements
• Be a single point of contact for Quality errors and plot action plans to improve performance
• ISO preparations and understanding of ISO requirements for Audit readiness
• Good understanding of Quality principles & QC tools and apply as need arises

Desired Qualifications

The minimum education requirements are:

• Bachelor’s degree in any stream (may substitute two years of relevant experience per one year of required education)

The minimum experience requirements are:

• Eight years of relevant work experience managing QA’s in US Shifts: US Healthcare RCM (BPO) experience will be preferred.
• Five years of experience in line audit, of which minimum 2yrs supervising quality auditors (higher years of experience for higher bands)
• Experience in managing customer relationship thru Review calls, reporting and calibration for the portfolio responsible for

SKILLS AND COMPETENCIES

• Six sigma green belt/Black belt certification to drive continues improvement across all Projects responsible for
• Exceptional leadership skills, including the ability to manage through a shared vision and path to success
• Ability to create, communicate and manage SLA metrics that support operational targets
• Excellent problem-solving skills and ability to use good judgment to make decisions
• Possess exceptional people management skills enabling effective interaction with internal, external customers, employees, peers, and management
• Strong analytical skills and desire to research problems to seek resolution
• Exceptional verbal and written communication skills
• Exceptional customer service abilities to handle difficult customers
• Proficiency in Microsoft Office suite
• Strong time management and organizational skills
• Understanding customer needs and requirements to develop effective quality control processes

Why Us:

At HCLTech, we offer continuous opportunities for you to find your spark and grow with us. We want you to be happy and satisfied with your role and to really learn what type of work sparks your brilliance the best. Throughout your time with us, we offer transparent communication with senior-level employees, learning and career development programs at every level, and opportunities to experiment in different roles or even pivot industries. We believe that you should be in control of your career with unlimited opportunities to find the role that fits you best.

Equality & Opportunity for All

Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law.

Company page – https://www.linkedin.com/company/hcltech/mycompany/