We are currently looking for a Sr. manager Quality to join our team at Advantmed India LLP.

Please find the below for your review. It outlines the company information, key responsibilities, qualifications and details about the role and our team.

Position: Sr. Manager

Location: Ahmedabad, India

Shift: 4:00 PM to 1:30 AM IST

Role overview The Sr. Manager, Quality Assurance heads the Non-clinical QA function for the IHA department. This role will essentially transfer QA into a true Operations Excellence function. They lead the existing Contact Center QA and Complaint Management teams and are accountable for taking both from compliance checking to a proactive, insight-led quality function that measurably improves member experience and operational results.

The role also extends QA and governance beyond the Contact Center to every other non-clinical function in IHA. It designs the audit frameworks, controls and governance forums those functions need. Using Six Sigma project management and process engineering, it turns quality findings into lasting process fixes.

Key roles and responsibilities

1. Contact Center QA: run and raise the bar

- Lead the Contact Center QA team day to day: monitoring, scoring, feedback and calibration across all calling teams.
- Review and refresh call-monitoring formats, scoring guidelines and critical error definitions so they reflect member experience, compliance and conversion, not just script adherence.
- Move from random sampling to risk-based targeting, aimed at high-impact call types, recent agents and outlier performers.
- Introduce speech and interaction analytics, auto-QA and dashboards to cover far more calls than manual sampling can.
- Run regular calibrations with QA Analysts, Team Leaders and Supervisors, and track calibration variance.
- Close the loop with Training and Operations: feed QA trends into coaching plans, refreshers and curriculum updates, and measure their impact.
- Work with Compliance to ensure every interaction meets service, HIPAA and regulatory requirements.

1. Complaint management: from handling to prevention

- Lead the Complaint Management team, covering intake, triage, investigation, resolution and closure with the member or client within agreed timelines.
- Standardize complaint categories, severity levels, turnaround SLAs and escalation paths.
- Personally handle high-severity and client-escalated complaints.
- Lead root cause and CAPA analysis on complaints and grievances, and verify that corrective actions work.
- Build complaint trend reporting by driver, function, client and market, and share insights with Operations and client-facing teams.
- Turn recurring complaint themes into prevention projects that reduce complaint volume.

1. QA and governance for all other non-clinical IHA functions

- Map every non-clinical IHA function and sub-process, and assess its current quality controls and risk.
- Design a QA and audit framework for each one:



critical-to-quality (CTQ) parameters, error categories, sampling plans, audit frequency, scorecards and owners.
- Roll out the framework in phases, prioritized by risk and client impact, with clear entry criteria for each function.
- Set up governance forums, such as a monthly quality council with function heads, to review results, areas of improvement (AOIs) and CAPA status.
- Own the SOP and process-control library for non-clinical functions, with version control and change management.
- Keep the department audit-ready for client and internal compliance reviews.

1. Six Sigma project management

- Build and manage a pipeline of Lean Six Sigma projects (DMAIC/DMADV) drawn from QA, complaint and audit insight.
- Lead high-impact projects personally, and sponsor or mentor others. Example targets: cancellations, no-shows, booking conversion, rework, turnaround time and screening kit returns.
- Run projects with clear charters, milestones, tollgate reviews and stakeholder updates.
- Validate benefits with Finance and Operations (quality, capacity, cost, member and client experience) and track them after handover.
- Build Six Sigma capability by training Yellow and Green Belts across QA and Operations.

1. Process engineering

- Lead process engineering projects that redesign workflows end to end: current and future-state mapping (SIPOC, value stream maps, swimlanes), waste removal, fewer handoffs.
- Build quality into the process with error-proofing, system controls, automation and self-serve tools, working with IT and Operations.
- Assess the quality readiness of new clients, programs and process change requests before go-live.

1. Reporting and insights

- Own QA, complaint and audit reporting, from daily and weekly operational views to monthly leadership and client-ready summaries.
- Report QA scores, calibration, coaching completion, complaint trends, audit results, CAPA status and project benefits.
- Give leadership decision-ready insight on quality risks, trends and asks.

1. People management and team development

- Lead and manage the QA and Complaint Management teams, and design the structure and hiring plan for the expanded function.
- Set clear objectives, KPIs and development goals for direct reports, and hold regular one-on-ones.
- Coach managers and leads, and handle under-performance through structured improvement plans.
- Run the performance management cycle (goal setting, mid-year reviews, appraisals) on time and fairly.
- Upskill the team in analytics, auditing, RCA and Six Sigma,



and create career paths from QA Analyst to process-excellence roles.
- Plan staffing, workload and coverage, including scheduling, absence management and backup.
- Hire, onboard and induct new team members.
- Hold skip-level meetings, and address concerns and grievances quickly and fairly.
- Design reward and recognition programs, and celebrate team and individual achievements.
- Manage attrition through engagement and succession planning for key roles.
- Build a culture where QA is seen as coaching and improvement, not policing, and lead by example.

1. Strategic partnership

- Work with senior leadership on the QA roadmap and its link to department goals, client commitments and growth.
- Represent QA in client discussions, audits and QBRs where quality or complaints are on the agenda.
- Work with Operations, Compliance, IT, HR and Finance to resolve quality and service-impacting issues.

Skills and competencies

Technical and functional skills

- Contact-center QA: monitoring formats, calibration, coaching models, QA platforms, speech and interaction analytics, auto-QA (Genesys, Five9).
- Complaint management: intake-to-closure workflows, severity models, SLA design, RCA and CAPA.
- Quality systems and governance: audit frameworks, CTQ definition, sampling plans, scorecards, SOP control. ISO 9001 or COPC is a plus.
- Lean Six Sigma: DMAIC/DMADV, SPC, Pareto, FMEA, capability analysis, hypothesis testing. Minitab or similar tools.
- Project management: charters, tollgates, stakeholder management, benefit tracking. PMP is a plus.
- Process engineering: SIPOC, value stream mapping, workflow redesign, error-proofing, automation assessment.
- Analytics and reporting: advanced Excel, Power BI or Tableau; SQL is a plus.
- Compliance and domain knowledge: HIPAA, IHA operations, Medicare Advantage, screening programs (KED, FIT).

Qualifications and experience
- Bachelor's degree in business, engineering, healthcare administration, statistics or a related field. An MBA or master's degree is preferred.
- Lean Six Sigma Green Belt required, Black Belt preferred, with a track record of managing Operational Six Sigma projects to validated results.
- 1014 years in quality assurance, complaint management or process excellence, including at least 5 years leading QA teams, ideally in healthcare services, BPO or contact-center settings.
- Experience building QA or governance frameworks for back-office or operational functions beyond the contact center.
- Hands-on experience with QA platforms, speech analytics, contact-center systems (Genesys, Five9) and BI tools.
- Healthcare or Medicare Advantage experience is strongly preferred. PMP is a plus.

If this opportunity interests you, Id would like to schedule a time to connect and discuss it further. Feel free to reply to this email with your availability or any questions you may have. Visit www.advantmed.com to learn more about our organization.

📌 Sr. Manager, Quality Assurance (Ahmedabad)
🏢 Advantmed
📍 Ahmedabad