Performance Management

Responsible for monitoring in an objective fashion of all customer contact points. (Web, voice, e-mail, white mail)

Provides quantifiable data to all quality judgments that are made.

Works with Operations as an auditor as well as regulator of quality issues.

Responsible for evaluating customer surveyed calls, including but not limited to Detractor and Passive rated surveys

Evaluates surveyed calls based on customer survey verbatim and through call listening 

Encodes evaluations in a central repository and summarizes/analyses results 

Provide actionable insights to Operations based on the summary/ analysis done on the surveyed calls

Identify customer?s contact reasons and pain points/sentiments 

Identify all controllable (people) and non-controllable (process & systems) opportunities 

Call out any mismatch between survey verbatim and call listening

Responsible for reporting all behavior that does not conform to the Quality and CSAT standards set by the company and the account management.

Designs and implements reports to establish patterns and trends of Quality and CSAT issues as they may arise.

Provides coaching tips and materials to Operations to enhance product knowledge, system navigation and soft skills. 

Works with Operations to develop incentive programs designed to improve center quality

Works with Training and Operations to provide trend reports to address any issues that need refresher training or that may be newly discovered

Conducts Calibration Sessions with the client and with Operations

Conducts product specific coaching sessions with the agents regarding trends and quality

Handles incoming calls and/or escalated calls and meets telephone productivity standards

Provides updated, accurate and timely reports as required to the Quality Lead/Manager

Follows other tasks and/or offline tasks assigned by the Quality Lead/Manager

People Management 

Works with front line agents, Team leads and Managers in improving quality performance.

Develops and trains team members through coaching, providing work advice and motivation. 

Process Improvement 

Drive continuous improvement onsite and throughout the investigations via cross-functional teams and working with key stakeholders.  

Manage Diet Six Sigma/Lean Projects associated with product and process improvement activities.  

Help develop, foster, and drive a culture of lean Six Sigma throughout the company.

Provides input and feedback to key leadership positions about process improvement opportunities specific to all parts of the organization.

Works to identify key gaps within the different functions and leads the transformation of existing processes in terms of capability and maturity utilizing Lean Six Sigma.

Maximize revenue and measure costs for group 

Technical 

Review and approve process and QC documentation to release processes for distribution Manage Change Controls and Administer Change Control System.

Act as quality approver for documents requiring approval from a quality representative.

Manage and provide internal SOP and ISO compliance training. Coordinate training across departments. Maintain training databases, and ensure that employees training records are up to date. Ensure new employees are trained on SOPs per specific job function.

Ensure that appropriate records are properly controlled. Manage the proper storage and filing of controlled documents.  

General Safety and Security 

Protects the organization?s assets by upholding the principles of the Quality Information Security Management System (QISMS).

Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization?s business functions.

Remain compliant with the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA) ? For Healthcare Accounts

With Moderate Competency Level in ff.: 

Communication Skills (Spoken & Written)

Customer Service Orientation

Computer Literacy

Sense of Urgency

Working in Interpersonal Skills

Work Organization

Thriving in Change

Strategic Capability

Coaching

Performance Management

Discipline Management

Conflict Management

Fiscal Management

Nursing Management

With Expert Competency Level in ff.:

Utilization Management

Process Improvement

Job Knowledge

Change Management

Planning, Organizing, Controlling

Problem Solving

Presentation Skills

Passion for Excellence

Business Acumen

Facilitation Skills

People Management / Team Orientation

Drive for Results / Execution

Expertise / Analytical Skills

Reports to:  

Quality Lead / Associate Manager / Manager to Senior Manager / Senior Manager to Director / Senior Director 

Supervises: 

Analyst / Team Leads / Supervisor to Associate Manager / Manager Associate Manager / Manager to Senior Manager / Director / Senior Director 

Education and/or Experience:

Graduate of Allied Health Sciences is required.

Regular and certified employees in the current role (M01)

Work at Home:

Ability to create and follow business plans

Time management skills

Be reliable and responsible

Organizational skills

Willingness to seek help and ask questions

Adaptability and Flexibility

Self-Motivated

Technically proficient

Ability to work independently

Proactive

Ability to work as part of a virtual team

Strong written and verbal communication skills

Reliable home office equipment and internet connectivity

Excellent problem-solving skills

Ability to work with little supervision

Strong work ethic; Integrity