We are looking for a reliable manager of quality assurance to ensure that all external and internal requirements are met before our services meet our patients. You will be responsible for inspecting procedures and outputs. You will be responsible for identifying mistakes or non-conformity issues.

Key Responsibilities

• Collaborating with cross-functional teams to manage and address quality issues.
• Developing and delivering training programs for quality awareness and improvement of skills.
• Assure the reliability and consistency of production by checking processes and final output
• Report all malfunctions to main executives to ensure immediate action
• Facilitate proactive solutions by collecting and analyzing quality data
• Keep records of quality reports, statistical reviews and relevant documentation
• develop, implement and manage quality control measures and processes to ensure all project’s meet quality specifications
• recognize any problems such as product defects or bugs and conduct a thorough analysis to determine the problem, especially if it reoccurs
• carry out employee performance evaluations and manage disciplinary procedures
• Facilitate proactive solutions by collecting and analyzing quality data
• Performing regular audits to verify compliance with quality standards and operational guidelines.

• Utilize advanced Call Listening software tools such as Patient Prism and Peer Logic to assess the quality of both inbound and outbound calls.
• Identify calls with suboptimal scores and promptly flag them for further review by Organization Team Leaders.
• Collaborate with Team Leaders to implement targeted coaching sessions for agents to improve their performance based on identified areas of improvement.

• Conduct thorough call audits to ensure adherence to prescribed scripts and protocols.
• Maintain meticulous records of audit findings and provide actionable feedback to agents and supervisors.

Qualifications

• BS/BA in business administration or relevant field
• Knowledge of call center technology and management systems.
• Certified Quality Auditor (CQA), Certified Quality Engineer (CQE), Lean, Six Sigma, or International Organization for Standardization (ISO) certifications preferred
• Proven experience in quality assurance within a call center environment, preferably in the dental or healthcare industry.
• Proficiency in using Call Listening software, such as Patient Prism and Peer Logic, to evaluate calls and generate insights.
• Strong attention to detail and analytical skills, with the ability to identify trends and patterns in call data
• Excellent communication skills, both verbal and written, to provide constructive feedback and communicate effectively with team members and stakeholders.

General Skills

• Quality Management
• Risk Assessment
• Performance Metrics
• Quality Control (QC)
• Root Cause Analysis
• Data Analysis Software (e.g., Minitab, Tableau)
• Six Sigma Tools
• Customer Satisfaction (CSAT)
• Key Performance Indicators (KPIs)