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CoverMyMeds
This job is no longer accepting applications
See open jobs at CoverMyMeds.See open jobs similar to "Director, Quality Assurance Monitoring" JumpStart Ventures.The Quality Assurance Monitoring Director will be responsible for executing the quality, compliance strategies and end user satisfaction across the Patient Support Center. This role owns the monitoring and measuring of quality for employees supporting multiple business locations (Scottsdale, Louisville, Columbus, WFH remote).
This role will interface with internal and external customers and function to develop and oversee a quality mindset throughout the organization. The Director must work with cross functional teams, enforce regulatory and compliance policies and procedures while focusing on enhanced empathetic customer experience. This role must utilize a consultative approach to share best practices with peers across the organization with the goal to enhance business operations and the quality experience both internally and externally.
The role must identify, plan, and implement new / emerging technology driven solutions to revitalize and include industry best practices to our quality assurance monitoring processes, contribute to cost avoidance measures and enhance customer sentiment.
Key Responsibilities:
Develop and implement a technology-enabled quality monitoring framework for the Patient Support Center.
Demonstrate a proactive approach to continual improvement by leading with a quality mindset.
Own the partnership with internal stakeholder such as but not limited to the Agent Training Team, Analytics Team, Operations Team and Quality Management Team to analyze trends and identify areas for improvement from our PSC quality assurance monitoring data.
Accountable to set, maintain, and measure goals for the entire Quality Assurance Monitoring and Potential Adverse Events department.
Foster a culture of continuous improvement by overseeing the alignment of goals with the overall department strategy and ensuring progress is consistently measured.
At all times exhibit and exercise i2CARE & iLead Competencies.
Minimum Job Qualifications (Knowledge, Skills, & Abilities):
Education/Training:
4-year bachelor’s degree in business, or related field or equivalent. Equivalent typically requires 10+ years’ experience in management, quality assurance monitoring, or relevant work experience.
Business Experience:
5+ years of quality assurance leadership experience in a large (250+ agents) contact center operation (required)
2+ years leveraging AI or technology driven quality assurance monitoring process (required)
Specialized Knowledge/Skills:
Working Conditions:
Office and/or Work from Home
Physical Requirements:
Possible long periods of sitting and/or keyboard work. General office demands
Ability to travel up to 25% to meetings, conferences, etc.
At CoverMyMeds, we care about the well-being of the patients and communities we serve, and that starts with caring for our people. That’s why we have a Total Rewards package that includes comprehensive benefits to support physical, mental, and financial well-being. Our Total Rewards offerings serve the different needs of our diverse employee population and ensure they are the healthiest versions of themselves. For more information regarding benefits at CoverMyMeds, please click here.
As part of Total Rewards, we are proud to offer a competitive compensation package at CoverMyMeds. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered.
Our Base Pay Range for this position
$126,800 - $211,300CoverMyMeds is an equal opportunity and affirmative action employer. We embrace diversity and are committed to creating an inclusive environment for all employees. Qualified applicants will be considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, disability or veteran status.
This job is no longer accepting applications
See open jobs at CoverMyMeds.See open jobs similar to "Director, Quality Assurance Monitoring" JumpStart Ventures.