We are seeking a highly organized and goal-oriented Assistant Manager for Quality Excellence to join our team. The ideal candidate will play a crucial role in optimizing data management and analysis, RCA and process information flow within the organization, ensuring accuracy, efficiency, timely reporting and process improvement.
Basic Functions:
- Manage and lead process transactions workflows and procedures to ensure client standards are met as well as process improvement opportunities are identified
- Work closely with Trainer/SME and Operations team to streamline process workflows and procedures
- Manage, monitor and provide RCA, insights, findings and recommendations on SLA audits, FCR, Fraud Review, Complaints and CSAT performance to reduce defects, rework
- Lead internal and external audits, manage audit findings and closures
- Lead internal and external business reviews
- Create quality frameworks and process improvement plan, procedures, work instructions and records
- Manage and support cross-functional and cross-geo improvement projects
Other functions:
Data Analysis and Reporting:
Analyze and interpret complex data sets to provide insightful reports for management.
Generate regular and ad-hoc reports as per organizational requirements.
Ensure data accuracy and integrity in all reports.
Database Management:
Maintain and update databases, ensuring data consistency and completeness.
Regularly review and cleanse databases to eliminate errors and discrepancies.
Process Improvement:
Identify opportunities for process improvement in data collection, analysis, and reporting.
Implement changes to enhance efficiency and effectiveness of MIS operations.
Communication:
Liaise with cross-functional teams to gather data requirements and ensure alignment with organizational goals.
Communicate MIS findings and insights clearly to both technical and non-technical stakeholders.
Training and Support:
Provide training and support to end-users on MIS tools and systems.
Address user queries and ensure a smooth user experience.
Eligibility
- No Attendance issues for 6 months (97% Reliability and QA Score of 97% & above)
- No Disciplinary Actions from the last 3 months
- With minimum of <3 years of Quality Assurance supervisory experience
- Must be willing to work from office 100%
Skillset
- Must be proficient in English oral and written communications
- Must have advance skills in reporting and story telling
- Must have intermediate to advance knowledge on Microsoft Application
- Must have Lean Six Sigma Training (Yellow Belt)
- Must possess critical thinking and problem-solving skills
- Must have extensive knowledge of the Life Insurance and Annuities industry/processes