Manager of Quality Assurance

Location

Aurangabad | India

Job description

• Overseeing a team of Quality Analysts which are responsible for the following processes:

• On a monthly basis perform random audits across all Operations team members.

• Create a pareto of the top errors and determine root cause(s).

• Identify corrective/preventive actions and then work with the Operations Managers to reduce these errors.

• Teach/coach/mentor lower performing team members with a clearly defined goal to improve their individual attainment and/or quality score.

• Adheres to established business processes, policies and regulations.

• Ensures all workflow, SOPs, policies and procedures are followed appropriately with emphasis on strict adherence to HIPAA guidelines.

• Performs at a high level of quality to eliminate the potential for incorrect transfer of Patient Health Information.

• Maintains effective communication and good relationships with all eHealth employees.

• Designing, implementing, and overseeing Quality Assurance processes in other departments/teams as required

• Liaising with the Director of Human Resources/Manager of Training to communicate training needs as identified in the Quality Assurance process.

• Various additional duties as determined necessary by eHealth Technologies.

• Support & drive the Company s Mission, Vision, Values, and strategic objectives and key results.

• Support the departmental recruitment process by completing interviews and providing timely feedback in the candidate selection process.

• Plans/hosts engagement team activities (virtual and/or in person) on at least a semi-annual basis.

• Responsible for approving semi-monthly/monthly time reporting for all Quality Assurance team members, including approving/denying PTO requests, etc.

• Installs a strong sense of customer focus and professionalism throughout the team. Expected to role model company values at all times when interacting with individuals from his/her team, customers, internal partners, etc.

• Motivates team in a calm and positive manner to ensure their success while providing development opportunities for Quality Analysts to exceed expectations on a regular basis.

• Provides regular team member recognition, including personal recognition and recognizing team members throughout the larger organization through avenues such as emails, Kudos Corner,
  Town Hall recognition, and other company wide recognition opportunities.

• Creates and supports a culture of trust, engagement, and inclusion for all employees.

• Routinely monitors Team members individual performance and quality and takes necessary actions to address any performance or quality issues as soon as possible.

• Writes and delivers 30/60/90 day and annual performance reviews and develops goals for each Quality Analyst including a developmental action plan that is reviewed and updated on a quarterly basis and shared with Director of Operational Excellence for their individual growth and development and future progression based on the employees career aspirations.

• Monitors individual growth and development of each Quality Analyst to ensure they are performing to their best abilities. Provides ongoing performance feedback to Quality Analyst to enable them to successfully meet/exceed their job expectations.

• Assesses and promotes training opportunities to continually increase skill of team members.

• Proactively works to creatively solve problems and overcome challenges.

Monitors progression of workload activities daily and reports on an as needed basis highlighting
potential customer issues. Escalates issues immediately to Director of Operational Excellence as
needed.

In an effort to safeguard the information privacy and security of all covered information Employee shall also be responsible for:

• Following eHealth Technologies information privacy and security policies, procedures, standard operating procedures, appendices, attachments, etc.

• Accessing, using, and disclosing only the minimum necessary covered information that is needed for job responsibilities, or otherwise allowed by law.

• Safeguarding the confidentiality, integrity, and availability of covered information always, whether or not on duty.

• High School Diploma or GED required. Bachelor s degree in business or similar field preferred.

• Two (2) years equivalent experience minimum required

• Two (2) years supervisory role preferred.

• Green Belt certified / Know of Six sigma tools.

• Knows how to create Process Map & SOP s.

• Call center experience desired.

• Working knowledge of HIPAA regulations and medical terminology

• Demonstrated excellence in effective and professional communications (written and verbal)
  with internal and external customers and all levels of management.

• Detail oriented and exhibits a sense of urgency to achieve desired results.

• Strong leadership and organizational skills and the ability to handle multiple tasks.

• Results-driven, action-oriented, and self-motivated mindset.

• Must be experienced and comfortable working in a fast-paced entrepreneurial environment and
  able to deal well with change and ambiguity

• Proficiency in all aspects of PC utilization including MS office, Sales Force.

• Ability to complete tasks accurately and within strict time constraints

• Ability to simultaneously manage several projects.

• Directly supervised by Director of Operational Excellence

• Supervises a team of Quality Analysts

• Interacts regularly with eHealth Technologies staff, customers, vendors, and community businesses.

• Physical Requirements: Extended periods of time typing, data entry, sitting, ready, writing. Lifting up to 20 lbs.

• Mental Requirements include: General, Visual, and Numerical Intelligence. Analytical skills.

• Work requires willingness to occasionally work a flexible schedule.

• Work from the office.

• Schedule will overlap with US EST timing.

Job tags

Salary