Operations Quality Assurance

At Mac Care, we partner with healthcare businesses to support their software development, digital marketing, website development, back-office, and front-office needs. Our vision is to become the leading Knowledge Process Outsourcing provider focused on the U.S. healthcare industry. Our values of Innovation, Honesty, Compassion, Transparency, Accountability, and Respect guide our daily work. Mac Care is the exclusive Knowledge Process Outsourcing provider to IntraCare USA, a leading organization in U.S. healthcare, supporting over 100 physicians in their mission to improve senior patient health.

Primary Responsibilities:

• Manages quality assurance, training, and program integrity.
• Manages the definition of quality requirements, standards, methodologies, and procedures, including processes to perform self-analysis and quality measurement of performance, e.g., customer satisfaction surveys or other necessary processes as appropriate.
• Ensures the completion of daily, weekly, and monthly quality assurance tasks, monitors project results to determine compliance with quality standards, and ensures delivery of project deliverables and services.
• Monitors the revision of project policies, procedures, and processes as part of corrective action plans to ensure monitoring processes are maintained to ensure timeliness, accuracy, and project compliance.
• Works with operations managers to develop, implement, and monitor compliance with program improvement or corrective action plans.
• Develop and execute all training related plans, processes, and procedures.
• Maintains training materials up to date.
• Integrates business process and technology training.
• Maintain and sustain exceptional SLA and KPI performance.
• Stay abreast of industry and governmental trends to proactively identify impacts to business processes.
• Participates in cross-functional activities across the organization outside of normal roles and responsibilities.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Analyzing reports and data to recommend changes for improved performance.

Requirements:

• Bachelor's degree or related field or equivalent related experience.
• Five years' experience in operations management and compliance.
• Quality, project management, or auditing certification preferred.
• Experience in systems and operations implementation.
• Experience in managing quality assurance activities for major programs or projects.
• Experience in training large project teams on complex business processes.
• Working knowledge of security requirements especially related to HIPAA and privacy standards.
• 5 years' experience managing a minimum of 20 direct or indirect employees with a proven track record of success and achieving results.
• Training experience in a Multi-Channel contact center environment including curriculum development and process reengineering.
• 2 years BPO experience with client facing responsibilities.
• Ability to Excellent communication, organizational and leadership skills.
• Proficiency with new technology, software applications, and phone systems as well as a general understanding of IT related functions or activities.
• Strong relationship-building and collaboration skills in a highly matrixed environment.
• Highly skilled in coaching, developing, and motivating employees towards achieving and exceeding organizational goals and objectives.

• Mid-Senior level

• Full-time

• Management and Manufacturing
• Industries: Hospitals and Health Care