AD - Quality (Payer)

Firstsource; Hyderabad; On-site; INR 1,500,000 - 2,000,000; Full time

Job summary

A global leader in business process solutions is seeking a Mid-Senior level Quality Specialist in Hyderabad. This full-time position requires managing the quality processes across business units and leading teams in quality and process improvement initiatives. The ideal candidate has at least 10 years of experience in quality management, strong expertise in Six Sigma, and a background in leading digital transformation projects using AI and RPA tools. A graduate or postgraduate qualification is preferred.

Qualifications

• 10 years of experience in quality management or similar role.
• Strong expertise in leading Six Sigma and Lean projects.
• Experience in digital transformation using AI and RPA tools.

Responsibilities

• Manage the end-to-end quality process across all business units.
• Monitor performance through KPIs to identify trends and gaps.
• Mentor and lead teams in quality improvement projects.

Skills

Six Sigma

Lean methodologies

Process improvement

Automation

AI tools

Analytical skills

Interpersonal skills

Education

Graduate/Postgraduate

Tools

QMS

ML

RPA

Job description

Direct message the job poster from Firstsource

• Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they ‘make it happen’ for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource’s inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.

Role

• Manage and implement quality methodologies such as six sigma, Lean & COPC, at least 7 years in BPO sector.
• Working closely with clients to understand requirements and business critical measurements, ensuring appropriate standard of quality monitoring and measurement is implemented to achieve exceptional quality.
• Proactive management of identifying trends, producing root cause analysis and providing solutions
• Innovate and improve processes.
• Knowledge of Industry tools including but not limited to AI, RPA, ML and application to improve customer journey.

Key Performance Indicators

Business Delivery

• Manage the end-to-end Quality process for all business units, ensuring robust measurement frameworks, audits, and performance metrics are established and tracked
• Monitor performance through KPIs and analytics to identify trends, gaps, and improvement opportunities
• Create & implement robust QA framework including measurement criteria, sampling design, insights and analysis structure & governance. In touch with industry standards of QA practices and partnering with cross functional teams to bring it to life
• Partner with operations, training, Process Excellence, Analytics to deliver on key customer and compliance metrics for the site.
• Enhanced client delivery through process improvement, automation. Reduce business costs through innovation and automation.
• Working knowledge of Automated QA, QMS, ML, AI & RPA practices. Usage of strategic tools like six sigma, lean, design thinking & agile tools to always stay ahead of competition and create a niche brand for the business and client.
• Promote a culture of agility, innovation, and continuous improvement.
• Mentor and lead teams in process redesign and quality improvement projects
• Develop and execute change management plans to ensure successful adoption of new processes
• Manage health of compliance and business risk for all accounts by preempting risks and managing it timely
• Partner with training on TNI and advisor improvement journey

People Delivery

• Manage a team of quality Leads, AM’s, Managers & Sr. Managers for various businesses.
• Plan people development and succession planning for team.
• Identify KSA and plan upskilling of the team to meet business and industry standards.
• Responsible for people’s annual goals and month-on-month review
• Create a culture of Customer Experience across all teams.

Experience Required

• Preferred Educational Qualifications Graduate/Postgraduate
• 10 years of experience in quality management, process improvement, or a related field
• Strong expertise in leading Six sigma, lean projects. Green Belt/Black Belt certification preferred
• Experience in leading digital transformation projects using AI & RPA tools.
• Experience in creating and managing strategic QA framework.
• Experience in leading client interactions
• Experience in leading BPaas quality systems transitions and manage BPaas businesses

Critical

• Planning and Execution skills.
• Ability to proactively identify current and future needs of the Center.
• Good Interpersonal skills and analytical skills
• Ability to manage Customer critical metric performance.
• Self-driven and Assertive
• Socially confident
• Achievement oriented
• Creative
• Analytical
• Communicative
• Agile
• Business Foresight –Ability to strategize & demonstrate deep business insight that helps identify & develop strategic opportunities.
• Fostering partnerships with internal and external stakeholders
• Working across boundaries – collaborative working towards a “One Firstsource” identity
• Decision making and problem-solving skills.
• Driving Excellence

Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Quality Assurance

Industries

Outsourcing and Offshoring Consulting

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