Assistant Manager Quality Assurance (TDP)

General Purpose:

 The position is responsible for developing and implementing quality management procedures and systems. Define quality policies and interacting with the Quality Assurance Manager, help determine the shortcomings of the SRMS and  call center  operations by analyzing the quality , as well as compliance with established processes and Standard Operating Procedures (SOPs).

Job Responsibilities and Authorities:

Quality Assurance

  • Data collection and analysis to gauge customer satisfaction for all businesses with SIEHS
  • Monitoring of TH calls to evaluate the quality of services
  • Provide counselling to call center agents based on call monitoring and make sure they understand quality protocols
  • Check compliance of SRMS operations via assigned monthly activities
  • Create an effective, efficient and reliable reporting mechanism within the organization to ensure that all data collected, analyzed and reported, is in consonance with the quality objective of SIEHS and meets ISO reporting requirements
  • Develop and support maintenance of database for QA department
  • Development of ISO audit plan and checklist(s)
  • Assist the QA department in creating awareness within the organization of a quality-driven culture
  • Conduct all ISO audit related activities
  • Facilitate the organization in surveillance audit process
  • Any other task assigned by the Head of QA

Competency Matrix:

 Technical Skills

 MS- Office Skills

  • Basic knowledge of applicable software to infer statistical data
  • Familiarity with the tools, concepts and methodologies of quality management
  • Should have good knowledge with PC hardware and software

Management Skills

  • Excellent analytical abilities to grasp the key points from complicated details
  • Should have excellent oral, written and interpersonal communication skills
  • Should be a good team player and willingness to learn.
  • Should have strong knowledge of customer care processes and techniques
  • Provide proactive suggestions on how to improve the QA team’s execution against its mission statement.

Key Attribute

 Can able to work effectively under pressure

  • Should be dedicated to provide exceptional service to the company
  • Pleasant personality and flexibility to work on Saturdays and in the shifts on occasions
  • Having personal conveyance would be an added advantage

Qualification: MBBS/ 16 years of education. Candidates with education in nursing, psychology/pharmacology will be preferred

Experience: 2-4 years of experience in clinical setting e.g. ICU, CCU or NICU or infection prevention & control. Experience in Quality Assurance will be preferable.

Training/Courses: Written/Verbal Communication Skills, Computer Skills esp. Microsoft Office Diploma/Certification in the Quality Management or related fields is preferable.

Age: Max 45 years

Gender: Male/Female

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