Executive Service Quality - Capability Development Job in Firstsource

Responsibilities Excellent knowledge on client specifics and experience in all types of enrollment & billing transactions. Perform quality review of claims based on the documentation provided by client to ensure claim output meets all customer specifications Collects all findings during the audits and perform effective root cause analysis along with examiners & ops supervisors Generate multiple level of analysis from the audit findings and identify opportunities to improve overall process Circulate quality dashboards at agreed periodic intervals to all relevant stake holders Conduct 1-0-1 coaching / feedback on specific error scenarios Provide suggestions to Trainer and Ops on the slow performers who needs additional coaching / re-training on specific areas Tracks all feedback from client and provide constructive information to agents during daily quality team huddle Participates in client knowledge calibration exercise Understanding Client P&Ps and auditing documents / claims based on instruction guidelines. Record audit findings and prepare audit reports and circulate quality dashboard Organize ILP review meeting and quality briefings to update associates on any quality issues Analyze internal/client feedback and respond with details Handling Feedback sessions efficiently. Periodic knowledge calibration with client or SME. Floor troubleshooting and if required get queries clarified with client. Liaison with other functions and ensure smooth working relations. Key Performance Indicators Transform Knowledge into skill Productivity Ability to complete the required number of audits within timeline Initiative Ability to do analytics on the audited reports and present the findings to the management to improve Quality scores Reporting Structure Reports to Senior Executive in the function Qualification & Experience Critical: Graduation in any discipline Willingness to work in day/night shift 4+ years of experience in US Enrollment & Billing process with 2 years of experience in auditing domain. Desirable: Proficiency in MS Office (PowerPoint, Excel & Word) Competency in QC tools Competency to understand processing guidelines Excellent Communication Skill (Oral & Written) Know How Critical: 5/6 days working in a week i.e. based on business requirement. In need basis, should work on weekends/holidays if the production team operates on those days Desirable: Personal Attributes/Traits Consultative Socially confident Achievement oriented Decisive and action oriented Creative Eager to learn Resilient Competencies Business Foresight Influencing Others Fostering Partnerships With Customers Managing Transformation Driving Excellence Leading Teams Working Across Boundaries