Manager - CSO Quality Audit

Position Summary

Establish and direct the quality assurance (QA) activities

Responsibilities

• Manage effective day-to-day operations of the QA function through monitoring and recommending methods to enhance productivity to meet targeted man hours and quality levels Identify and manage QA data technologies to maintain the integrity and accuracy.
• Ensure high quality, timely, and accurate credentialing QA processes and implement process standardization
• Manage departmental human resources, including application training, performance evaluations, coaching/counseling, and terminations
• Maintain departmental policies and procedures
• Assure staff are thoroughly trained on an ongoing basis
• Support functions of RCPS fiscal responsibility, including budget creation and management
• Screens, tests, counsels, and recommend employees for participation in internal or external educational and training programs.
• Practice and adhere to the Code of Conduct philosophy and Mission and Value Statement.
• Adheres to and supports organizational IT&S standards, policies, and procedures.
• Adheres to Code of Conduct.
• Performs other duties as assigned.

Education & Experience

• Bachelor's degree or equivalent in a related discipline.
• Equivalent Work experience may substitute.
• 15+ years of experience in this field required.
• At least three years in management preferred in quality assurance area.

Must Have Skills

• Leadership and people management skills
• Communicates clearly and concisely, verbally and in writing

Nice to Have Skills

• Customer service/problem resolution experience.
• Prior experience with QA/audit of voice-based processes.

Top 3 Key Responsibility Area / Key Performance Indicator

• Assists in ensuring vendors adhere to process and procedure according to vendor agreement.
• Assesses quality and operational metrics of the Global Quality Assurance Team.Educates new team members on vendor quality processes.

Knowledge, Skills, Abilities, Behaviors

• Organization - proactively prioritizes needs and effectively manages resources
• Communication - communicates clearly and concisely, verbally and in writing. This includes utilizing proper punctuation, correct spelling and the ability to transcribe accurately. The ability to communicate with staff, Parallon Management, Division and Group Executives
• Customer Orientation - establishes and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations
• Interpersonal skills - able to work effectively with other employees, patients and external parties
• PC skills - demonstrate proficiency in Microsoft Office applications and others as required
• Leadership - guides individuals and groups toward desired outcomes, setting high-performance standards and delivering leading quality services
• Tactical execution - overseeing the development, deployment and direction of complex programs and processes
• Project Management - assesses work activities and allocates resources appropriately
• Policies & Procedures - demonstrate knowledge and understanding of organizational policies, procedures and systems

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