Assistant Manager for Quality Excellence

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

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

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.