Call Center Quality Auditor in Birmingham, AL at Quest Diagnostics

Date Posted: 8/16/2022

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    110 12th Street North
    Birmingham, AL
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    8/16/2022
  • Job ID:
    req98919

Job Description

Quality Control Specialist- Pack Health

Job Description: Pack Health is seeking a Quality Control Specialist to review communications with members of our coaching programs to ensure Quality Control with regulatory, legal, contractual, and Pack Health internal policies and procedures. This person will review coaching communications and deliver feedback to company leadership regarding achievement of Quality Control items. This person will take ownership of the monitoring, Quality Control, and improvement of specific coaching projects. This is a critical position for Pack Health, which is a high-growth company with the mission of to help anyone who has or is at risk for a chronic condition live a healthier life. The ideal candidate has experience working directly with patients living with chronic conditions as well as a background in quality assurance, Quality Control monitoring, or health coaching.

Duties and Responsibilities:

 Assist in the development, revision, and implementation of Quality Control quality assurance procedures at Pack Health
Collaborating on standard operating procedures (SOP) and work instructions (WI) for Quality Control process documentation
Documenting Quality Control activities within the Pack Health Quality Management System (QMS)
Perform Quality Control-oriented quality assurance for new and existing staff
Supports and facilitates audits and regulatory inspections
Document Quality Control oversight activities (including work plan, risk assessment, Quality Control committee presentations/minutes, etc.) with in the Quality Management System (QMS)
Listen to coaching calls and complete Quality Control scorecards for coaches and call center representatives.

Assist in the development, revision, and implementation of Quality Control quality assurance procedures at Pack Health
Collaborating on standard operating procedures (SOP) and work instructions (WI) for Quality Control process documentation
Documenting Quality Control activities within the Pack Health Quality Management System (QMS)

Perform Quality Control-oriented quality assurance for new and existing staff
Supports and facilitates audits and regulatory inspections
Document Quality Control oversight activities (including work plan, risk assessment, Quality Control committee presentations/minutes, etc.) with in the Quality Management System (QMS)
Listen to coaching calls and complete Quality Control scorecards for coaches and call center representatives
Develops, improves, and monitors coaching activities for the entire organization.
Meeting 1 on 1 with team leads to discuss the Quality Control performance of their team
Aggregate and analyze assessment data and trends into reports for clients and Pack Health management

Help reinforce and build a culture of quality
Champion an improvement mindset
Identify gaps with Quality Control and operations
Work directly with staff and managers to improve internal processes to ensure Quality Control with all Pack Health standard operating procedures and policies 
Continuously improve areas impacted by operational deviations
Identify and document KPI performance gaps at the individual and aggregated levels
Develop Corrective Action and Preventive Action (CAPA) plans to mitigate any Quality Control issues
Ensure the CAPA mitigation actions are implemented and reinforced
Work with department managers and project management to ensure CAPA items are implemented and reinforced
Work with internal stakeholders to maximize the results of their program and align operations to Quality Dept objectives
Leading meetings with the internal stakeholders to share selected calls and audit results
Identify improvement opportunities within the project SOP or other program delivery operations
Work with managers and leadership to identify best practices
Assist in various projects in the Quality Department and other departments as requested to include but not limited to: 
Preparing and/or leading training sessions related to Quality Control education initiatives
Participating in quarterly quality improvement initiatives
Support other departments as needed

Required Work Experience:
2+ years of experience performing Quality Control or health coaching duties for a healthcare or similar organization

Experience in fact finding, analysis, problem solving, and evaluating health care quality issues to make decisions.

Preferred Work Experience:
2+ years of Quality Control experience in healthcare or similar organization

Physical and Mental Requirements:
Clear use of English language in written and oral communications
Ability to multi-task, meet deadlines and manage a large amounts of detail
Excellent teamwork skills
Excellent problem-solving capabilities
Knowledge:
Preferred clinical experience and knowledge of chronic disease management and care
Knowledge of quality management principles such as root cause or PDSA
Understanding of FDA and health regulations
Experience in clinical patient care for patients living with chronic conditions
Familiarity with clinical guidelines in one or more therapeutic area(s)

Skills:
Documentation: Can efficiently lead multiple internal documentation efforts simultaneously. Provides detailed and specific feedback that helps elevate documentation for the organization

Quality Controls: Proactively manages the quality management system and other quality activities.Ensures execution of changes identified during quality oversight processes.

Detail-oriented: The differences between Quality Control and nonQuality Control often can be minuscule. There is a need to be able to recognize the differences and help others to understand the significance.
Process Development: Able to identify and communicate problems with internal processes and investigate potential causes; able to suggest improvements to technology and tools and investigate implementations. Can evaluate a workflow or process to identify gaps or risks that others miss.

Driving Change: Checks our own level of motivation and works on keeping it high and knows what motivates themselves. Contributes to excellent teamwork, appreciated by the team members.

Data & Insights: Presents data in multiple settings (conference, client meeting, etc.)Establishes measurement objectives and guidelines relevant to project or organizational requirements, seeks improvements to data collection and provides advice on effective use of measurement.

Execution: Elevates the execution of their team and other departments.  Leverages their knowledge and experience to improve the approach and completion of a wide range of tasks. 

Travel: 0-25%

Required Education: Bachelor's degree in a health-related field or equivalent work experience

 Preferred Education: Master’s in healthcare related or quality field, Certification in Lean Six Sigma or similar.

Languages: English

Competencies: Teamwork/collaboration
Leadership
Problem solving
Communication
Self-motivation
Business and Financial Acumen
Strategic Agility
Process Management
Building Effective Teams
Innovation