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

• 812 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