Job Description

Lead Assistant ManagerEXL/LAM/1425566


Quality ExcellencePune
Posted On
07 Aug 2025
End Date
21 Sep 2025
Required Experience
7 - 15 Years



Basic Section
Number Of Positions


1


Band


B2


Band Name


Lead Assistant Manager


Cost Code


D009451


Campus/Non Campus


NON CAMPUS


Employment Type


Permanent


Requisition Type


New


Max CTC


600000.0000 - 1000000.0000


Complexity Level


Voice CEF B2 (Complexity Level 3)


Work Type


Work From Office - Fully Working From EXL/ Client Offices


Organisational
Group


Enabling


Sub Group


Quality Excellence


Organization


Quality Excellence


LOB


Quality Excellence


SBU


Quality Excellence


Country


India


City


Pune


Center


IN Pune C4




Skills
Skill


QUALITY


PROCESS EXCELLENCE


LEAN SIX SIGMA


SIX SIGMA GREEN BELT


SIX SIGMA BLACK BELT


BUSINESS PROCESS IMPROVEMENT


HEALTHCARE


HEALTHCARE - PAYOR


REVENUE CYCLE MANAGEMENT


CLAIMS HANDLING


COMPLIANCE MANAGEMENT


VOICE


HEALTHCARE - SERVICES


Minimum Qualification


ANY GRADUATION


Certification


No data available



Job Title: Healthcare Quality Excellence Assistant Manager - Voice Processes


Basic Function


The Quality Excellence Assistant Manager is responsible for ensuring smooth functioning of Quality Compliance, driving compliance and process improvement initiatives in the allocated business processes.


Essential Functions

Ensure timely onboarding and incubation of QCAs and QE AMs for assigned voice processes and ensure quality deliverables such as call monitoring, coaching/feedback, and reporting targets are met. Support the setup and stabilization of Quality Compliance for voice processes in coordination with Operations, Migrations, and Training teams. Ensure timely and accurate reporting of quality performance metrics, internal quality scores, and client SLA parameters such as accuracy, soft skills, and compliance scores. Conduct regular call calibration sessions (Gage R&R) internally and with clients to align on quality expectations and minimize variance. Review calls and associated documentation to ensure adherence to quality standards (QSDs) and facilitate updates in quality control procedures as required. Drive compliance to internal guidelines and third-party certifications (like COPC, ISO) by partnering with Operations to close audit gaps. Collaborate closely with the Customer Experience (C-Sat/DSAT) team to analyze VOC insights and drive improvements in customer interaction quality. Identify process gaps and support continuous improvement initiatives, including participation in AIM, Lean, and Six Sigma projects in collaboration with GBs/BBs. Conduct refresher trainings and mentorship programs for QCAs and QE AMs on quality tools, root cause analysis, and communication best practices. Maintain close engagement with Operations to proactively address quality trends and identify improvement opportunities.


Education Requirements

Graduate in any stream, preferably with a background in Healthcare or Customer Service/Call Center Operations. Green Belt Trained (Mandatory); Green Belt / Black Belt Certified (Preferred) for external candidates.


Primary Internal Interactions

QCAs for assigning tasks and giving feedback. Ops AM / Manager and Quality Excellence AM/Manager / Sr. Manager Ops / Quality Excellence AVP
Workflow
Workflow Type


Voice