Ensure collaboration across teams and relay key client updates to team members for effective delivery
Drive day-to-day operations, monitor dashboards, and escalate SLA overruns to project managers for early resolution
Create quality inspection plan in coordination with project managers and effectively allocate work across team members to ensure work continuity and stratified sampling is adopted
Provide on-the-floor support to navigate complex scenarios, and conduct regular team meetings for auditors, discussing the error trends for an individual or with the team for operations and one-on-one sessions to align goals, address concerns
Educate team members on new process improvements and ensure adherence to new protocols
Address internal rebuttals and/or client rebuttals based on the audits performed by the team
Improve customer experience through trends and addressing care record release through proper request and protocols.
Create reports for internal stakeholders or for the customer
KB / SOP validation based on client inputs which are communicated through e-mails or on client calls
Mistake proofing function to be incorporated for their respective clients
TAT to be maintained for audits
Perform second level audits for the auditors
Should analyse the call data to identify areas for improvement.
Drive employee retention within team through vigilant monitoring to identify and address early warning signs
Management of shrinkage and leave to do staffing forecast for a window of three months. This includes ensuring schedule adherence among the team members
Timely Initiation and completion of separation process
Timely and accurate updating of RAG status
Ensure reworks and rebuttals are closed on time after completing the discussion with the Operations leader
Support the new hires to ensure that they successfully clear their ramp period

QA TEAM LEADER

QA TEAM LEADER

KMC Employee

A Friend of KMC