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Quality Management

Lead the Quality Assurance function for assigned healthcare processes.

Design, implement, and monitor quality frameworks aligned with client expectations.

Ensure adherence to SOPs, healthcare compliance requirements, and quality standards.

Monitor process quality through transaction monitoring, calibration sessions, and audits.

Drive continuous improvement initiatives using Lean, Six Sigma, and RCA methodologies.

Audit Strategy & Governance

Develop and implement risk-based audit strategies.

Create monthly, quarterly, and annual audit plans.

Conduct process audits, compliance audits, documentation audits, and layered audits.

Analyze audit findings and ensure timely closure of corrective and preventive actions (CAPA).

Identify quality risks and recommend preventive controls.

Maintain audit readiness for client and regulatory audits.

Client Management

Serve as the primary Quality SPOC for assigned clients.

Present quality performance dashboards during client governance meetings.

Discuss quality trends, improvement plans, and corrective actions.

Handle client escalations related to quality.

Ensure SLA and KPI commitments are consistently achieved.

Collaborate with clients on quality enhancement initiatives and process improvements.

Vendor Management

Manage quality performance of external vendors and partner operations.

Develop vendor quality scorecards and performance metrics.

Conduct vendor audits and process reviews.

Monitor vendor compliance with contractual SLAs and quality standards.

Drive vendor improvement plans and governance reviews.

Ensure calibration between internal and vendor QA teams.

Gage R&R; (Measurement System Analysis)

Plan and conduct Gage Repeatability & Reproducibility (Gage R&R;) studies to evaluate the reliability of quality evaluations.

Identify measurement variations among Quality Analysts.

Recommend improvements to scorecards and evaluation processes.

Improve auditor consistency through calibration and standardization.





Maintain documentation and reports for measurement system analysis.

Calibration Management

Conduct regular calibration sessions with internal QA teams, Operations, Training, and Clients.

Ensure scoring consistency across auditors.

Document calibration outcomes and implement agreed action plans.

Reduce auditor variation and improve evaluation accuracy.

Quality Analytics & Reporting

Analyze quality trends using dashboards and statistical tools.

Prepare Weekly, Monthly, and Quarterly Business Reviews (WBR, MBR, QBR).

Present insights to senior management and clients.

Track KPIs including:

Quality Score

Accuracy

Critical Error Rate

Compliance Score

Audit Coverage

Repeat Errors

Customer Satisfaction (CSAT)

First Contact Resolution (FCR)

Escalation Trends

Team Management

Lead, mentor, and develop a team of Quality Analysts.

Conduct performance reviews, coaching sessions, and development plans.

Monitor productivity and quality deliverables.

Ensure achievement of team KPIs and SLAs.

Support hiring, onboarding, and capability development of QA resources.

Training & Knowledge Management

Identify quality-related training needs through audit findings.

Partner with Learning & Development teams to design improvement programs.

Conduct refresher trainings and quality workshops.

Ensure documentation is updated with the latest client requirements and process changes.

Process Improvement

Lead RCA sessions for recurring defects and client escalations.

Implement CAPA and monitor effectiveness.

Drive automation and digitization of quality processes.

Participate in Kaizen, Lean, and Six Sigma projects.

Recommend process enhancements to improve customer experience and operational efficiency.

Compliance & Risk Management

Ensure compliance with healthcare regulations, HIPAA requirements (where applicable), client-specific policies, and internal quality standards.

Monitor data privacy and information security compliance.

Support internal, external, and client audits.

Identify operational risks and implement mitigation plans.

📌 Quality Team Lead (Uttar Pradesh)
🏢 TATA 1 MG
📍 Uttar Pradesh