Assistant Manager - Customer service

Darwinbox Digital Solutions Pvt. Ltd.; Hyderabad; On-site; INR 600,000 - 850,000; Full time

Job summary

Darwinbox Digital Solutions Pvt. Ltd. in Hyderabad is seeking an experienced Quality Assurance supervisor to establish and direct QA activities, coach staff, and monitor performance against goals.

You will implement quality reviews, provide actionable feedback, and support ongoing process improvements across teams. The role requires strong English communication, supervisory experience, and a track record in quality assurance.

Qualifications

• Bachelor's degree (or equivalent) and at least 4 years of professional experience.
• Equivalent work experience may substitute.
• Minimum one-year supervisory experience preferred.
• At least two years’ quality experience required.

Responsibilities

• Establish and direct the quality assurance (QA) activities
• Assist manager in reaching team goals and objectives
• Coach and motivate staff to reach individual and team goals
• Perform quality reviews including review with staff and submit reviews to Manager for review and approval
• Monitor and analyzes daily performance of staff for productivity, time utilization, quality of work, and customer service
• Monitor time attendance of Quality Assurance team members and approval
• Provide feedback on routine disciplinary matters and conduct disciplinary sessions with team members
• Assist manager in screening, interviewing, training and evaluating new and existing employees
• Assist manager in conducting weekly staff meetings
• Assist Manager in monthly and quarterly reporting of quality metrics to operational leadership
• Attend Privacy and Security Training and comply with HIPAA guidelines to protect sensitive information
• Lead the team in supporting policy goals, while maintaining a positive attitude
• Escalate performance numbers to senior management on a bi-weekly and monthly basis
• Coordinate with other teams to ensure policies are enforced
• Act as a resource on projects
• Adhere to IT&S standards, policies, and procedures
• Adhere to Code of Conduct
• Perform other duties as assigned

Skills

QA leadership

Policy interpretation

Feedback delivery

Communication

Audit presentation

Independent & collaborative work

Organizational skills

Time management

Conflict handling

Education

Bachelor’s degree

Tools

Microsoft Office

Job description

Responsibilities:

• Establish and direct the quality assurance (QA) activities
• Assist manager in reaching team goals andobjectives.
• Coach and Motivate staff to reach individual andteam goals.
• Perform quality reviews including review withstaff. Submit reviews to Manager for review and approval.
• Monitor and analyzes daily performance of stafffor productivity, time utilization, quality of work, and customer service.
• Monitor time attendance of Quality Assurance teammembers and approval.
• Provide feedback on routine disciplinary mattersand conduct disciplinary sessions with team members.
• Assist manager in screening, interviewing,training and evaluating new and existing employees.
• Assist manager in conducting weekly staff meetings
• Practice and adhere to the "Code ofConduct" philosophy and "Mission and Value Statement"
• Assist Manager in monthly and quarterly reportingof quality metrics to operational leadership
• Attend Privacy and Security Training as requiredby the HIPAA Awareness Program and comply with all guidelines, policies andprocedures to assure sensitive or confidential information is protected inaccordance with the HIPAA rules and regulations
• Lead the team in supporting Parallon policy andgoals, while maintaining a positive, professional attitude
• Escalate performance numbers/information to seniormanagement on a bi-weekly and monthly basis
• Coordinates with other teams/departments to ensurepolicies are enforced
• Act as a resource on projects.
• Adheres to and supports organizational IT&Sstandards, policies, and procedures.
• Adheres to Code of Conduct.
• Performs other duties as assigned.

Education & Experience:

• Bachelor’s degree (or equivalent) and at least 4years of professional experience.
• Equivalent work experience may substitute.
• Minimum one-year supervisory experience preferred.
• At least two years’ quality experience required.

Must Have Skills

• Ability to interpret policies and procedures
• Ability to give clear instructions andexpectations
• Provide constructive actionable feedback
• Ability to tailor communication to given audience
• Ability to handle conflict calmly andprofessionally
• Proficiency in English written and verbalcommunication
• Ability to present audit results professionally
• Experience working with multiple systems
• Strong organizational and time management skills
• Ability to work independently and collaboratively

Nice to Have Skills

• Revenue Cycle experience
• Experience maintaining accurate records ordocumentation

Licenses, Certifications & Training :

Knowledge, Skills, Abilities, Behaviors:

• Organization - proactively prioritizesneeds and effectively manages resources
• Communication - communicates clearly andconcisely, verbally and in writing.This includes utilizing proper punctuation, correct spelling and theability to transcribe accurately.
• Customer Orientation - establishesand maintains long-term customer relationships, building trust and respect byconsistently meeting and exceeding expectations
• Interpersonal skills - able towork effectively with other employees, patients and external parties
• PC skills - demonstrate proficiency inMicrosoft Office applications and others as required
• Leadership - guides individuals and groupstoward desired outcomes, setting high-performance standards and deliveringleading quality services
• Tactical execution - overseeingthe development, deployment and direction of complex programs and processes
• Policies & Procedures - demonstrateknowledge and understanding of organizational policies, procedures, andsystems
• Basic skills - demonstrates ability toorganize, perform and track multiple tasks accurately in short timeframes,have ability to work quickly and accurately in a fast-paced environment whilemanaging multiple demands, ability to work both independently and collaborativelyas a team player, adaptability,analytical and problem solving ability and attention to detail and able toperform basic mathematical calculations, balance and reconcile figures,punctuate properly, spell correctly and transcribe accurately.