Quality Assurance Director

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Requirements:

• 3-5 years of relevant operations forecasting experience, healthcare industry experience preferred
• Bachelors’ degree in business or related field required, MBA a plus
• Demonstrated business acumen
• Strong analytical skills
• Presentation experience for senior/executive management
• Excellent oral and written communication skills

Responsibilities:

• Oversee the QA team that will conduct regular assessments of transactions and service delivery processes to ensure adherence to quality standards.
• Perform audits and reviews of service transactions, including intake of requests, release of records, correspondence letters, phone calls, and in-person interactions, ensuring compliance with company and regulatory protocols and customer satisfaction metrics.
• Identify trends, patterns, and recurring issues that may impact our compliance risk and suggest corrective actions.
• Partner closely with our legal and compliance teams to learn of risks they are facing and ensure any corrective actions meet expectations.
• Stay updated on industry trends, regulation changes, and compliance requirements to ensure services remain in line with industry needs.
• Work with other departments (Training, Customer Support, etc.) to ensure seamless service delivery and consistent customer experiences.
• Assist our Training team in the creation of training programs to improve service quality, focusing on customer interaction skills, problem resolution, and process compliance.