Senior Coordinator, Quality Control

HS Diploma, GED or technical certification in related field or equivalent experience, preferred. 3+ years’ call quality audit experience strongly preferred. 3+ years’ experience in a patient support program or hub field would be an asset. Adverse Event reporting and reconciliation experience strongly preferred. Data collection and trend reporting experience is essential. Proficiency in MS Office applications (Outlook, Excel, PowerPoint, and Word). Excellent verbal and written communication skills. High regard for superior quality of service. Ability to prioritize and manage multiple responsibilities. Experience handling tasks where attention to detail is critical. Bilingual Spanish would be an asset.

Evaluate calls and cases for performance assessment. Score transactions to gauge quality performance. Monitor and evaluate team performance for quality standards and compliance. Track and report trends from the customer experience. Analyze and provide trend analysis to leadership. Participate in and host client calibration sessions. Lead projects for quality enhancements. Maintain understanding of quality systems and methodologies. Conduct investigations and formulate corrective action recommendations. Conduct gap assessments based on program requirements. Uphold quality standards adhering to company, regulatory, and HIPAA policies. Collaborate across functions to interpret and educate on requirements. Identify training needs or potential disciplinary actions. Build strong customer relationships and deliver customer-centric solutions. Optimize work processes for continuous improvement. Develop strategic alliances and cooperate with stakeholders. Secure and deploy resources efficiently. Analyze complex information to solve problems. Hold self and others accountable for commitments. Exhibit situational adaptability. Create and implement diverse communication strategies.