Establish a robust quality assurance utility & culture that focuses operations management on improving service quality, minimizing cost of errors and poor processing, providing structured training and feedback on an ongoing basis, cross training, individual agent performance and working with the Management teams to eliminate non value activities and improving input quality
Responsible for customer facing quality systems; define, document, implement, measure, ensure effectiveness of Customer issue tracking, own and manage the process, failure analysis, root cause analysis, corrective and preventive actions and management accountability for customer issues
Partner with key stakeholders to identify and execute strategies for achievement of business objectives
To acquire an in depth understanding of the quality measuring procedures and the training requirements of the processes.
Develops, implements and maintains a standardized quality management plan and program to ensure compliance with external regulatory and accreditation requirements.
Establishes and maintains tracking and monitoring systems. Quality improvement activities according to regulatory requirements, policies and procedures and contractual agreements.
Ensures high risk, high volume, and unusual events are monitored concurrently and retrospectively as they occur.
Researches and develops performance measurement and outcome studies to assess and improve the health of the process. Plans, organizes and manages the design, development and analysis of a wide variety of topics relevant to processes
Manages and evaluate performance of staff services performance improvement activities. Provides department orientation to new staff and ongoing staff development to the entire department.
Coordinates guidelines, studies and performance improvement activities in concert with the utilization management, quality management
Prepares, compiles, reviews and submits monthly and quarterly reports for quality committee meetings.
Participates in the development, review and updating of policies and procedures.
Develops and analyzes reports to monitor and evaluate quality performance in meeting established goals related to quality improvement plan and contractual requirements.
Operational Effectiveness & Control
Expertise in handling multiple accounts and client base
Develops and manages a high performance Quality Assurance team.
Excels at staff development and succession planning, filling roles with qualified candidates.
Demonstrates communication techniques and leadership qualities that serve to pull both individual team members as well as the entire team to higher levels of performance (as assessed by supervisor).
Complete other responsibilities, as assigned.
Ability to establish quality KPIs, set up measurement and tracking systems/processes, set goals and drive actions
Be proactive to put forward plans and able to prevent potential fraudulent situations
Be able to generate, understand and also interpret MI reports on quality reviews conducted.
Flexibility in adopting changes as per the department requirements.
Promote an environment that supports diversity and reflects the HGS Brand
High levels of technical and professional expertise are required to provide guidance and advice on specialized matters
The role entails regular contact with peer group and senior managers to coordinate efforts and report progress and results
The individual will have a strong learning curve and will demonstrate the ability to apply learned techniques, knowledge and expertise to new business situations and in different business environments
Drive standardized Quality process through the quality tools provided
Required Bachelor's Degree
Required 10+ years of experience in directly related Quality Improvement job duties
Advanced Demonstrated written communication skills
Advanced Demonstrated interpersonal/verbal communication skills
Advanced Demonstrated analytical skills
Advanced Demonstrated problem solving skills
Intermediate Ability to work in a fast paced environment with changing priorities
Intermediate Ability to multi-task
Advanced Ability to effectively present information and respond to questions from customers
Advanced Ability to effectively present information and respond to questions from peers and management
Intermediate Ability to lead/manage others
Advanced Ability to influence internal and external constituents
Certification in quality assurance / control / management / six sigma would be desirable
Required Intermediate Microsoft Excel
Required Intermediate Microsoft Word
Required Intermediate Microsoft Visio
Required Intermediate Microsoft PowerPoint