Quality Assurance and Training Manager

Duties and Responsibilities

• Participates in design of the transaction monitoring form that captures customer requirements that in turn maintains customer satisfaction.
• Reviews, prepares, and submits performance scores or ratings, trend analysis, or any other ad-hoc reports related to the scope of work and reports such to internal and external customers in order to provide status visibility of supported process or account/s.
• Identify inaccuracies in databases and adheres to issue escalation for correction or mitigation to assure data integrity of scope output produced.
• Maintains and secure data and all individually identifiable personal information accessed through the client’s and/or ADEC’s systems to safeguard confidentiality of data.
• Utilizes the appropriate system required for the program to gather information and answer program specific questions relevant to scope of work that will ensure accurate information dispensed or provided to the team being supported.
• Participates in continuous learning business methodologies and programs in order to develop proficiency in scope of work.
• Attend management and client calls to report key information and analyzed data that will provide decision makers information for business strategy.
• Effectively develops, documents, implements and control standard operational processes or an operational framework for the department which will provide overall scope management.
• Drives change management and provide training, tools, and techniques to enable others to achieve process standards and/or requirement.
• Effectively and efficiently meets team service delivery based on committed SLA’s and value-add that will promote and increase customer satisfaction.
• Effectively supports operational risk and audit processes to ensure operational control ensuring accounts supported adheres to standard compliance.
• Active involvement in the talent selection process to ensure the right fit of talent into the different supported programs of the business unit.
• Initiates, explores or sponsors development or implementation of the new processes or methods in the department or business unit providing advocacy for new methods and continuous development.
• Empowers and leverages the team to a unified vision of scope productivity, goal achievement and team success through team engagement, teamwork and team cooperation which will provide retention efforts and capability development.
• Liaises with cross-functional management team and team members throughout the business unit to ensure that the quality management system is functioning properly in order to meet and exceed customer requirements.
• Manages and analyzes audit productivity, quality performance and QA resource plans to yield the most efficient service delivery in order to maintain competitiveness of business unit.
• Assesses the needs of a business unit or supported account, implement training and development plans, and facilitate a wide variety of training programs that enhance the effectiveness of the workforce in order to meet and exceed customer requirements.
• Reviews and reports training throughput, nesting performance and Trainer resource plans to yield the most efficient service delivery in order to maintain competitiveness of business unit.
• Maintains confidentiality of all protected health information (PHI), policies, and procedures as required by the Health Insurance Portability and Accountability Act (HIPAA) protocols.
• Conducts regular performance coaching and reviews, provides objective feedback, and documents progress of direct reports to ensure effective and responsive delivery of services.
• Establishes and implements a development plan for team members that may include training and coaching, and other development strategies in order to enable and reinforce competencies required to perform well and achieve targets.
• Ensures compliance to company rules and regulations, which shall include but not limited to the Employee Code of Discipline, the policies on Quality Management System (QMS), Information Security Management System (ISMS), Environment Health & Safety (EHS), and Environmental Management System (EMS); Data Privacy Act (DPA); and other duties and responsibilities prescribed for all ADEC employees.
• Ensures compliance of all Non-Conformity Corrective Action Preventive Action Concessions (NCAPACs) and all other audit findings within the prescribed period.
• Reports security incidents and/or any identified security weaknesses.
• Performs other tasks that may be assigned from time to time.

 
Job Requirements

• Education
  • College Graduate
• Experience
  • (For internal) 3-years Assistant Manager
  • (For external) 5-year combined experience as Assistant Manager
• Eligibility
  • If required by client for clinical: Active RN license
  • Six Sigma trained/certified
• Competencies
  • Functional Competencies
    • Advanced technical credibility. Uses expertise to identify and solve technical issues promptly, correct problems, and resolve conflicts between theories, policies, procedures, requirements, and regulations.
    • Advanced results orientation and accountability. Contributes to defining, articulating, and communicating goals and standards for success; shows how team results contribute the overall goals of the organization.
    • Advanced critical thinking. Conducts assessments; asks critical questions to prepare and interpret data; identifies gaps and patterns in data, seeks root causes; analyzes data; reports findings and trends; interprets complex and often vague sets of information; and makes assumptions in order to continue analysis and/or take action.
    • Advanced problem solving and decision making. Applies appropriate methodology to discover or identify policy issues and resource concerns; involves the right people in decision making as needed.
    • Intermediate organizational awareness. Recognizes what is and is not acceptable/ possible at certain times given the organizational rules, structures, decision making bodies, power relationships, Code of Discipline, and values.
    • Intermediate external awareness. Gathers information, conducts research, consolidates data on external realities to anticipate stakeholders’ views.
  • Leadership Competencies
    • Advanced leading others. Involves others in planning and implementing initiatives to create effective plans and gain buy in.
    • Advanced inspiring shared vision. Collaborates with others from within or outside the department to ensure alignment with the organization's vision, mission, and goals.
    • Advanced engaging, motivating, and developing others. Creates specific opportunities for their continuing professional development, and strategic development plans that are based on an understanding of the department’s/unit’s future needs.
    • Advanced change leadership. Realigns strategies for self and others to match the changing objectives of the organization; identifies practical steps and timeframes for the implementation of change.
    • Applying business acumen. Considers impact of human capital decisions on current team members.
    • Advanced strategic thinking. Conducts research, uses data/evidence from relevant sources to support the development of a strategic plan.
  • Core Competencies
    • Advanced Commitment to the Company’s vision & mission
    • Advanced Customer Focus, Excellence, Respect, Teamwork, Integrity, Commitment (CERTIC)
    • Proficient Personal awareness, Identifies the strengths of others and leverages their skills (in addition to one’s own) to manage uncertain situations.
    • Applying Social Competence. Listens actively to people's concerns and communicates an understanding of their situation and how they feel.
    • Advanced Communicating effectively. Facilitates open communication and information exchange; openly and constructively discusses diverse perspectives that could lead to misunderstandings.
    • Proficient Collaboration. Builds a collaborative environment; encourages cross team/cross functional area cooperation when needed.

Job Factors

• Scope of Impact
  • Local
• Internal Contacts
  • Senior Management
  • Middle Management
  • Direct Reports
• External Contacts
  • Clients/Business Partners
• Work Conditions
  • Primarily work from home but subject to change based on business needs
  • Completely flexible work schedule
  • May entail travel as needed
  • Physical Demands (Sitting, Reading, Standing, Talking, Typing, Listening)