Sr. Manager - BPO

Healthcare Quality
• Develop/deploy the tools, reporting and infrastructure for an outstanding quality assurance program
• Conduct and Drive root cause analysis insights to improve cross functional service processes
• Drive operational excellence & process change management, re-engineering towards sustainable growth and improvement
• Provide solutions by combining healthcare delivery experience and subject matter expertise with analytics, automation and AI
• Build predictable insight models that lets the business stay ahead of curve
• Responsible to build capability for problem solving in the organization
• Collaborate with teams across geos and verticals to share best practices and drive continuous improvement
• Plan for resources (People and Infrastructure) in a timely manner to avoid delays and likely impact on business deliverables.
• Design and execute strong governance plans to communicate with the internal customers,
• stakeholders and clients to gain information, feedback and approval.
• Resolve all performance quality related issues in a sustainable manner
• Experience in managing and coaching high impact teams
• Manage budget for quality operations
• Participate in key forums either at client site or any other site and be an ambassador of Quality on the whole for the program
• Be comfortable in a fast-paced, constantly changing team-oriented environment and able to manage multiple deadlines simultaneously with strong project management skills
• Recommend solutions to complex problems while also accomplishing many projects and priorities day-to-day
• 15+ years of quality experience in ITES industry with good exposure to Healthcare
• Ability to handle complex assignment and create overview of complex projects and communicate plans and approaches in clear, concise and professional manner in verbal and written form.
• Experience in managing global quality assurance program for call center operations
• Knowledge of analytics systems and tools to enhance the quality of delivery to the business
• Experience in data management and monitoring tools and processes
• Proven track record in setting up and delivering Operational excellence delivery models
• Should have led a cross cultural team
• Should have sound project management skills
• Client/ Customer Relationship Management experience

Employee Status : Full Time Employee

Shift : Day Job

Travel : No

Job Posting : Jul 17 2023

About Cognizant

Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant. 00054843241