Job Description
Responsible for reviewing all simple and complex processes for accuracy, and confers with management on process improvements and implements change.
Responsibilities
- Quality Assurance, Quality Control and Continuous Improvement
- The Quality Specialist is responsible for reviewing, confirming, and reporting compliance with process or procedural requirements, Quality certifications, and delivery methodology in accordance to company standards.
- Participates and develops the design of monitoring formats and tool to measure quality standard.
- Utilizes available tools to track and maintain consistent quality audit review results.
- Develops statistical reports based upon the audited data and transactions.
- Works closely with internal clients and stakeholders to implement system improvements and controls.
- Maintains consistency with regard to department standards and procedures.
- Ensures strict adherence to compliance and procedural guidelines.
- Review the work of others and work collaboratively with team members through ongoing feedback and coaching to ensure that work meets internal and external quality standards.
- Reviews combination of simple and complex processes and ensures quality standards are met.
- Researches suggestions forwarded by staff and keeps items confidential as needed.
- Facilitates and coordinates calibration sessions for staff.
- Business Process Support
- Informs immediate superior regarding problems and other matters beyond limits of authority.
- Participates in special projects and performs other duties deemed necessary given by immediate superior.
- Non-clinical staff may not conduct any activities that require interpretation of clinical information, including but not limited to, the choosing of a set of criteria to use for handling a request for healthcare services or treatments.
Qualifications
- Bachelor's degree in any related course.
- At least two (2) years of quality assurance experience in the BPO / Shared Services Industry.
- Proficient in data entry, word processing, and spreadsheet applications.
- Effective communication skills, both in visual and written.
- Knowledge of tools, concepts, and methodologies of Quality Assurance and Control, Continuous Improvement.
- Basic knowledge on VBA or Macro Programming, Microsoft Visio, and Process Mapping skills.
- Understanding of statistics and databases.
- Critical Thinking - Ability to analyze information objectively to form judgment (data driven conclusions).
- Six Sigma certification/training is preferred.
- Keen attention to details.
- Ability to multi-task, prioritize and manage time effectively.
- Demonstrates excellent work ethics and focus on work, tasks, priorities and improving the Quality of the process.
- Interpersonal skills - Able to work independently and as a team member.
- Maintains high degree of professionalism and confidentiality.
- Makes decisions regarding the depth of testing required based on previous/common errors.
- Make decision if a client statement should be sent out or not.
