Quality Assurance Officer

maxicare healthcare corporation

Philippines

2-4 Years

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Job Description

Job Title: Quality Assurance & Policy Control Officer/Supervisor

Division: Operations Division

Department: Operations Back Office and Support

Reports to (Position of Immediate Superior): Quality Assurance and Policy Control Assistant Manager

Supervises (Positions of Subordinates): Quality Assurance Specialist

Primary Job Responsibility

Responsible for planning, developing and implementing quality management systems to ensure the

compliance to policies and work instructions within the following units:

Operations Design and Management
Corporate Sales
Consumer and Regional Sales
Operations Support Services
Claims Operations Management
Client Services
Contact Center
Inpatient Operations

Supervises People And Responsible For The Activities Such As

Developing Team and Individual Skills and Capabilities
Mentoring, Coaching and Job-shadowing
Engaging and Motivating employees
Rating Performance Reviews
Monitoring and Providing feedback on day-to-day performance
Counseling and Carrying out Disciplinary Activity

I. Job Description

Duties and Responsibilities done at PERIODIC or REGULAR Intervals
Evaluates and rates the quality of transactions to ensure compliance on the agreed standards
Evaluates the quality of evaluations conducted by specialists (If there's a direct report) to ensure compliance on the agreed standards
Prepares reports to assess and to identify areas of improvement
Conducts discussion with the Quality Assurance Officer, Internal and External Units to ensure alignment of transaction handling evaluation
Conducts coaching with the specialists (If there's a direct report) to ensure alignment with the QA guidelines, audit process and performance goals
Duties and Responsibilities done at IRREGULAR or INTERMITTENT Intervals
Recommends corrective and preventive actions for quality improvement
Coordinates the results to Learning and Development for refresher courses
Provides analysis to other units and stakeholders for process improvement
STANDARD RESPONSIBILITY STATEMENTS

Strives to embody, commits to support and deliver the Management System policy, objectives and initiatives of the organization;

Communicates, engages, directs and supports people to contribute to the Management System effectiveness;

Demonstrates commitment to customers by ensuring applicable statutory and regulatory requirements are determined, understood and consistently met;

Abides by the Management System policies and procedures for the effective management and control of its processes; and

Promotes and utilizes the Process Approach and Risk-based Thinking at work.

Performs other RELATED functions that may be assigned BY THE IMMEDIATE SUPERIOR

II. JOB SPECIFICATIONS

SKILLS
EDUCATIONAL REQUIREMENT

MINIMUM Educational Level And Background Required By This POSITION

College Graduate of any 4 year course
EXPERIENCE AND TRAINING

PERIOD OF TIME OR LENGTH of related experience the CANDIDATE must acquire before being

assigned to and perform the functions of this job, SATISFACTORILY under NORMAL supervision:

At least two years of experience performing Quality Assurance/Control functions

CSAT SCRUBBING Experience Is Required

SKILLS REQUIREMENT
Proficient in using google suite applications (i.e. sheets, forms, docs)
Highly analytical and proactive in providing recommendations
RESPONSIBILITY
ACCOUNTABILITY ASSETS, CASH, EQUIPMENT

Value or worth of company assets (cash, checks, financial instruments, investments, tools,

materials, machinery, equipment, and supplies) this POSITION is accountable for:

Specify Assets, Cash And Equipment Directly Accounted For

Laptop
Mobile Phone
ACCOUNTABILITY RECORDS AND DOCUMENTS

Level of CONFIDENTIALITY AND IMPORTANCE of the information, records, reports, and

documents prepared, maintained, has access to, and handled by this POSITION

Records And Documents Directly Accounted For

Shared Documents
Policies and work instructions from different units
NEED FOR SUPERVISION

EXTENT of work supervised or managed by the Immediate Superior, whether the job is limited or diversified; quantify range of activities, VARIETY of tasks to be carried out, and the DIVERSITY of the problem to be solved

Any cost or customer impacting and unusual cases that needs the decision of the immediate supervisor
Disputes or escalations from the senior management
PEOPLE MANAGEMENT

Number Of Subordinates This POSITION DIRECTLY Supervise

1 to 4 subordinates
CONTACTS INTERNAL AND EXTERNAL

EXTENT the work required in making personal contacts inside and outside of the organization, level of importance of contacts; FREQUENCY they are made; LEVEL OR DEGREE they involve exchanging information, dealing with people, exerting influence, persuading them to take action, etc.