QUALITY ASSURANCE SUPERVISOR

JOB SUMMARY

Under the supervision of the Quality and Training Manager/Director of Operations/BU Head, this key position handles the quality team to ensure that standards are upheld, and data are managed efficiently for effective identification of areas of improvement.

JOB RESPONSIBILITIES

1. Attend management and client calls to report key information and analyzed data that will provide decision makers information for business strategy.

2. Reviews, prepares, submits and maintains documentation of various reports such as but not limited to performance scores or ratings, trends analysis, or any other related ad-hoc reports in order to provide internal and external customers status visibility of supported process or accounts.

3. Initiates, explores or sponsors development or implementation of the new processes or methods in the department or business unit providing advocacy for new methods and continuous development.

4. Effectively supports operational risk and audit processes to ensure operational control ensuring accounts supported adheres to standard compliance.

5. Identify inaccuracies in databases and adheres to issue escalation for correction or mitigation to assure data integrity of scope output produced.

6. Effectively and efficiently meets team service delivery based on committed SLA’s and value-add that will promote and increase customer satisfaction.

7. Manages and analyzes audit productivity, quality performance and QA resource plans to yield the most efficient service delivery in order to maintain competitiveness of business unit.

8. Participates in the design of the transaction monitoring form that captures customer requirements that in turn maintains customer satisfaction.

9. Serve as a back-up to the Quality Assurance Leads and perform their roles and responsibilities including but not limited to:

Ø Performs full quality assurance cycle, from monitoring, documenting, reporting, and facilitating audit rebuttal to meet customer quality and process requirements.

Ø Meet the required number of outputs within a specified time while maintaining quality of individual work.

Ø Participates in calibration and Inter-Rater Reliability sessions (IRR) with internal and external customers to ensure alignment in process and/or audit methodology.

Ø Conduct one-on-one or group coaching sessions to support agent development by providing objective feedback, focusing on areas of improvement and recognizing areas of excellence.

10. Participates in continuous learning business methodologies and programs in order to develop proficiency in scope of work.

11. Utilizes the appropriate system required for the program to gather information and answer program specific questions relevant to scope of work that will ensure accurate information dispensed or provided to the team being supported.

12. Conducts regular performance coaching and reviews, provides objective feedback, and documents progress of direct reports to ensure effective and responsive delivery of services. Implement a development plan for team members in order to enable and reinforce the competencies required to perform well and achieve targets.

13. Active involvement in the talent selection process to ensure the right fit of talent into the different supported programs of the business unit.

14. Maintains confidentiality of all protected health information (PHI), policies, and procedures as required by the Health Insurance Portability and Accountability Act (HIPAA) protocols.

15. Ensures compliance to company rules and regulations, which shall include but not limited to the Employee Code of Discipline, the policies on Quality Management System (QMS), Information Security Management System (ISMS), Environment Health & Safety (EHS), and Environmental Management System (EMS), Data Privacy Act (DPA); and other duties and responsibilities prescribed for all ADEC employees.

16. Ensures compliance of all Non-Conformity Corrective Action Preventive Action Concessions (NCAPACs) and all other audit findings within the prescribed period.

JOB REQUIREMENTS

• Graduate of any college degree; preferably a graduate of BS Nursing for clinical-related roles

• with 3 to 5 years of combined experience as a Quality Analyst (QA) and/or QA Lead, or in a similar capacity

• Preferably holds an active PRC Registered Nurse (RN) license (if applicable)

• Minimum of 2 years of experience in Quality Assurance, with a strong preference for candidates who have handled Healthcare accounts

• Willing to work in a hybrid setup (onsite during Training to Nesting phase at Alabang, Muntinlupa City)

• Amenable to working US shifts

PERKS OF JOINING US

• Competitive salary

• Hybrid arrangement (Alabang Corporate Center)

• Free shuttle

• 15% Night Differential

• HMO DAY1 with FREE one dependent**

• Sleeping quarters with lactation room

• Employee referral bonus

• Employee engagements

• Healthy working environment

• Free webinars and internal trainings/events and more

OFFICE LOCATION: Alabang Corporate Center