Summary Responsible for reviewing all simple and complex processes for accuracy, and confers with management on process improvements and implements change. Job Scope 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. Functional Knowledge 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.
