Team Lead - Provider Data Management - QA Lead

Company: Infosys BPM
Location: Phoenix
Posted on: August 7, 2022

Job Description:

Team Lead - Provider Data Management - QA Lead Phoenix, AZ In the role of Team Lead, you will be responsible for leading a team of people to execute tasks as per the scope of work agreed, preparing the service quality plan, manage the team, ensure process compliances, resolution of escalations, Knowledge Management Compliances with the objective to sustain delivery predictability and meet client and internal commitments on a continuous basis for the specific processes under purview within the guidelines, policies and norms of Infosys.Your responsibilities will include but are not limited to:
--- Process Management: Conduct process audits, identify gaps, provide feedback to agents / auditors; prepare; collect, collate and analyze process performance data (including SLAs).
--- Process Institutionalization: Deployment of designed processes within defined timeframe. Track and measure performance.
--- Process Control & Verification: Create and implement sampling plan; Conduct calibration sessions, feedback sessions; Participate in daily huddles
--- Risk Management: Performing risk audit and analyzing the customer feedback, Perform process audit; Support in de-risking process performance; Track implementation of controls and mitigation plan.
--- Improvements based on structured feedback mechanisms (CSAT, IPSAT, ELFs etc.): Collect and analyze the customer complaints and escalations.
--- Client Management: Participate in calibration sessions with the client, provide root cause analysis for weak. performance: report and track implementation of corrective actions based on performance.
--- Lead and strengthen Quality governance with Ops & Client
--- Deploy designed processes, analyze & report quality performance.
--- Support and de-risking plans for processes
--- Perform activities delegated as per Service Quality Plan Location for this position is Phoenix, AZ Qualifications Basic
--- High School Diploma or GED Equivalent
--- At least 4 years of relevant work experience
--- Proficient use of computers and MS-OfficePreferred
--- Previous Healthcare BPO experience
--- Team Leadership experience
--- Professional communication skills, Analytical Skills
--- Ability to prioritize and complete multiple tasks in a fast-paced, changing environment
--- Knowledge of Quality Management System and familiar with SQP requirements
--- Quality certification - Six Sigma trained / certifiedNote: Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa (H1B or otherwise).The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face.About UsInfosys BPM Ltd., the business process management (BPM) subsidiary of Infosys Ltd. (NYSE: INFY), was established in April 2002. We offer integrated end-to-end transformative BPM services, and have journeyed through the table-stakes of effectiveness and efficiency with an ever-increasing focus on enhancing stakeholder experience and empathy. We enable clients to navigate their digital journey, operating from 33 delivery centers across 14 countries. We employ over 44,443 people from over 110+ nationalities, as of Dec, 2020.The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like NASSCOM, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company's senior leaders contribute widely to industry forums as BPM strategists.EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/National Origin

Keywords: Infosys BPM, Phoenix , Team Lead - Provider Data Management - QA Lead, Executive , Phoenix, Arizona