Quality Assurance Leadership Specialist

2 days ago

Taguig and Makati, Philippines Gratitude Philippines Full time

At Gratitude Philippines, we are seeking a highly skilled and experienced Quality Assurance Leadership Specialist to join our team.

Job Description:

The primary objective of this position is to oversee a team of quality analysts and auditors whose main functions include identifying, analyzing, and enhancing the competencies of associates to ensure delivery of service level quality metrics in line with our customer agreement and core values.

This role involves directing audit/feedback activities commensurate to production standards, establishing priorities, maximizing usage of assigned resources, evaluating and recommending alternative auditing procedures for continuous improvement, and supporting the day-to-day functions of the assigned team.

The ideal candidate will possess strong technical capacity, organizational skills, problem-solving analytical skills, customer/client focus, time management, collaboration, performance management, leadership, and business acumen.

Key Responsibilities:
  • Implement quality management plans for Enrollment operations, including quality standards, quality scorecards, monitoring, coaching, performance metric assessment, calibration, and improvement actions.
  • Direct, review, and report daily audit/feedback activities of assigned teams.
  • Conduct regular meetings with assigned teams and senior executives to maintain consistency in teamwork.
  • Be involved in daily team-driven actions to develop improvements to achieve associate-level merit.
  • Provide timely quality follow-through in the form of reporting and escalations.
  • Develop and maintain a repository of internal monitoring results and feedback to identify trends and target improvements for associate teams.
  • Ensure effective communication with all members of assigned staff, site level, and senior executives.
  • Assist in implementing policies, operating procedures, and quality systems as directed by senior management.
  • Stay abreast of new trends and tools in employee development.
  • Support the Service Quality unit by identifying new initiatives to expand the quality program scope and maintain processing models, guidelines, and scoring methodologies.
Required Skills and Qualifications:
  • Previous work experience in quality assurance, strong claims processing background, and dedication to quality and improvement.
  • Two or more years of experience in Enrollment processing background in US Healthcare.
  • One year(s) experience in a supervisory capacity leading teams, both physically and remotely.
  • Proven quality results and understanding of what constitutes a quality product/interaction.
  • Ability to identify opportunities for improvement in processes and struggles with QA level associates.
  • Excellent oral, written, and presentation skills; enhanced ability to deliver positive and negative feedback effectively to various audiences with sensitivity and confidentiality.
  • Skilled in organization and prioritization, and attention to detail.
  • Strong team player with the ability to work across multiple functions and disciplines.
Benefits:
  • HMO on day 1 for employees.
  • Variable pay or Annual Bonus (either of the two).
  • 10% Night Differential.
Education, Experience, and/or Training:
  • College degree or relevant experience in business administration, communication, or quality assurance preferred.
  • Expert-level knowledge of MS Office is required.
  • Claims adjudication knowledge and experience are required.
  • Lean Sigma principle experience preferred.

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