Manager – Process Excellence & Quality Management
Job Description
Role Purpose:
To lead in establishing, monitoring and controlling the process improvement initiatives in the entire functions of CareConnect in order to eliminate the service failures impacting the customer experience within the agreed timeline, objectives and targets. Oversee the quality control and assurance of non-medical functions within CareConnect to ensure that the work being carried by staff are of the highest quality in compliance with best practices, agreed guidelines and standards.
Key Accountabilities:
1- Focused Improvement;
Collect the service failures from different channels like VOC & Healthcare Center complaint logs and develop a service loss tree to identify the top failures to focus on through FI Facilitate and follow up FI activities and agenda with cross-functional teams to implement the improvement changes Manage the process of analyzing the root causes of the failures with the FI leader and team members using a structured problem solving methodology and variety of tools, and identifying the corresponding countermeasures to eliminate or at least reduce the service failures at a certain minimum level Assist and support in conducting the regular FI review with CareConnect Senior Directors and FI leaders Propose additional countermeasures to strengthen the solutions in addressing the problem
2- Continuous Improvement Culture Building;
Understand the current state, existing culture and business model of CareConnect in order to determine the vision on what the company is trying to achieve in the future Develop a process improvement framework that will lead to development, analyis and adoption of improvement ideas such as TPS, Kaizen, PDCA, 5S, Gemba, etc Educate and spread awareness on the Continuous Improvement program by facilitating regular training sessions with targeted members of FI cells and through circulating One-Point-Lessons (OPL) Institutionalize Kaizen visuals management and recognition program in the entire company to reinforce the continuous improvement culture among the CareConnect workforce Review and monitor consistently the Kaizen projects applied in the Bright Idea platform Communicate the FI & Kaizen updates to CareConnect Excom on a regular basis
3- Process Governance;
Carry out process mapping exercise with area owner and document the flowchart using the official process flow template Conduct process analysis and time & motion study to identify key areas for process optimization leading to efficiency and productivity improvement Identify waste along the process and implement the corresponding improvement actions Measure the impact of process changes before and after improvement; and make adjustments as needed Create process documentation and train staff on the new process with the area owner Conduct a quarterly review of the CareConnect processes with Excom and functional leaders
4- Customer Experience Quality Control;
Detect defects on the way non-medical functions (i.e. Customer Engagement, Healthcare Center, etc) carry out their works through listening from the recorded transactions and medical logs Determine the acceptable sampling statistically either random or 100% inspection Ensure that the quality control activities being performed is in accordance with agreed standards Consistently log in the spreadsheet all the non-conformity reports from the audits done
5- Customer Experience Quality Assurance;
Develop procedures and standards to be used in auditing and reporting quality issues Regularly evaluate the quality control process to ensure its efficiency and effectiveness Review and modify current scripts being used by agents on a regular basis Monitor and report quality control metrics on a timely manner
6- Project Management;
Lead the successful implementation of the project effectively using a proven project management methodology Monitor & control the progress of project activities against the agreed plan on a regular basis Identify and report potential risks and mitigation actions Ensure that projects go live within agreed scope, time and budget Conduct post implementation review and evaluation to ensure optimal service delivery
Skills
Measuring and reporting FI results Applying quality tools to help measure the quality improvement opportunities as well as the impact of any of these improvements Analyzing data using Pareto and loss tree Identifying root cause of the problems and developing solutions to prevent problem occurrence Understanding of problem solving methodology and different types of tools and techniques Understanding the improvement cycles and how to use them Having full command of the whole customer cycle. Leading improvement projects based on customer satisfaction findings Maintaining and developing customer service agreements supporting strategic plans Explaining to others how to identify their customers, their needs and how they all influence one another. Identifying issues that affect customer satisfaction. Developing preventive action plans. Identifying various customer touch points (other departments and how the work affects members &/or providers). Identifying and responding to customer expectations. Understanding Voice of the Customer (VOC). Understanding customer requirements. Knowing the difference between internal and external customer Certificate in Lean/Six Sigma TPM or Six Sigma experience Vast experience in leading and motivating quality circle teams, in-depth understanding of problem solving methodology and tools
Education
Bachelor's degree in Engineering preferably in Manufacturing/Industrial Engineering
Job Location Jeddah , Saudi Arabia Job Role Quality Control Years of Experience Min: 2 Max: 5 Residence Location Jeddah , Saudi Arabia
