Manager – Quality

Manager – Quality Excellence & Risk Management Role Summary The Manager – Quality Excellence & Risk Management is responsible for leading end-to-end quality functions, including Quality Check (Audit & Insights), Quality Control (Prevention), and Client Protection & Risk Management . This role ensures outcome-driven quality, minimizes revenue leakage, strengthens risk controls, and drives continuous process improvement through data-driven insights and Six Sigma methodologies. Key Responsibilities 1. Quality Check (Audit & Insights) Lead and govern quality audit framework and execution Ensure audit accuracy, calibration, and standardization Drive identification of: Error drivers Global defect trends Preventive opportunities Ensure insights are translated into actionable improvements 2. Quality Control (Prevention) Establish and manage quality control mechanisms across processes Drive preventive quality practices to reduce defects 3. Client Protection & Risk Management Own client escalation management and resolution Lead Root Cause Analysis (RCA) for critical issues Drive and monitor CAPA (Corrective & Preventive Actions) Ensure risk mitigation frameworks are implemented and sustained Minimize repeat errors and client impact 4. Process Improvement & Six Sigma Implementation Drive continuous improvement initiatives using: Six Sigma Lean methodologies Identify: Process inefficiencies Revenue leakage points Systemic defects Lead process transformation initiatives to improve quality outcomes 5. Data, Reporting & Executive Visibility Develop and manage: Dashboards and performance trackers Quality and risk reporting frameworks Provide regular insights to leadership on: Quality performance Risk exposure Improvement opportunities 6. Cross-functional Collaboration Partner with: Training Team → integrate QA insights into capability building Operations → drive execution improvements Process Excellence / Product Teams → implement system and process changes 7.

Team Leadership & Governance Lead and manage: QA Team Leaders Quality Auditors ATL-level roles Ensure: Performance management Capability development Capacity planning Key Success Metrics (KPIs) Reduction in error rates and defect trends Improvement in audit vs production quality gap Reduction in client escalations and repeat issues Effectiveness of CAPA implementation Improvement in revenue outcomes (collections, appeals success) Process efficiency and defect reduction (Six Sigma metrics) Qualifications & Experience 8–12 years of experience in Quality / Operations / RCM / HME (Preferred) Proven experience in managing quality teams and frameworks Strong understanding of: Audit and quality control systems RCA & CAPA methodologies Process improvement frameworks Certifications (Preferred) Six Sigma Green Belt / Black Belt Lean / Process Excellence certifications Quality Management certifications (if applicable) Key Skills & Competencies Strong analytical and problem-solving skills Expertise in Six Sigma / Lean methodologies Data-driven decision making Stakeholder management and influencing skills Risk assessment and mitigation Leadership and team management Strong communication and presentation skills