Associate Manager Quality

Associate Manager Quality (Healthcare Program) | Davao

The main job of a Quality Associate Manager is to manage productivity of QA and aid in their effectiveness. He/she should be conducting transaction auditing sessions and JMS sessions for Q-reps. He/she must keep the QA’s motivated and working as a team, making sure each member understands company policies and guidelines. Associate Managers should possess strong organizational qualities and confidence, with sound communication and customer service skills. They should exhibit courtesy, patience and have a professional attitude when interacting with the QAs as well as customers. Associate managers need to display a strong work ethic, positive attitude and decent leadership skills while working as associates themselves.

Qualifications

TECHNICAL / PROFESSIONAL SKILL SET REQUIRED

• Background in a healthcare program
• Good knowledge of Quality metrics, their measurements and thresholds / targets
• Knowledge and clear understanding of critical and non-critical errors in the transactions
• Good in investigative and business writing skills.
• Good at creating reports using various tools and applications.
• Being able to perform risk analysis to the satisfaction of the stakeholders or departments.
• Basic exposure to statistical tools and approaches, trend analysis & cause analysis
• Working knowledge of MS Office (Word, Excel & PowerPoint)

BEHAVIORAL ATTRIBUTES

• Hard-working, innovative and meticulous
• Good Decision making and Problem-Solving abilities
• Team Handling and People Management Skills
• Very good Communication and analytical skills.
• Proactive in approach rather than reactive.

Additional information

KEY ROLES AND RESPONSIBILITIES

• Prepare weekly Sampling Plan and share with the QA team.
• Ensure that all types of transactions are monitored in the programs assigned
• Ensure that all the three types of audits are done as recommended by COPC - Live, Recorded and Side-by-Side
• Ensure Sampling Adherence is met MIPs are implemented if required.
• Track if the QAs are providing appropriate feedback basis the call audits to improve consultant’s ability to perform better.
• Keep checking the QA's accuracy by doing ATA and Calibration.
• Prepare and share Gage R&R report.
• Be a consultant and advisor to the QAs to clarify on parameters during need.
• Conduct frequent QA reviews and provide inputs to QA on the areas to be focused
• Facilitate QA’s to conduct NH trainings during Nesting.
• Analyse monitoring data to identify program level issues and opportunities
• Communicate the insights and analysis regularly to different teams like Service Delivery, Training, etc.

As a process transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics. We have been helping customers, across industries from financial services to health care, achieve greater agility through transformed and automated customer experiences for over 30 years.

Headquartered in Rochester, N.Y., Sutherland employs thousands of professionals spanning 19 countries around the world. To learn more, please visit us at

As a process transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics. We have been helping customers, across industries from financial services to health care, achieve greater agility through transformed and automated customer experiences for over 30 years.

Headquartered in Rochester, N.Y., Sutherland employs thousands of professionals spanning 19 countries around the world. To learn more, please visit us at

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