Director - Quality & Performance

November 1

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Village Medical

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primary care • value based care • telehealth • healthcare • healthcare innovation

51 - 200

Description

• The Access Center Quality Assurance Director oversees quality monitoring for the organization. • Responsible for providing feedback to staff on the quality of customer interactions. • Supports operations to model exceptional customer service. • Implements an Interaction analytics tool across business units. • Leads and develops a team of Quality Assurance professionals. • Evaluates the performance of Quality managers/analysts on an ongoing basis.

Requirements

• 10+ years of Contact center Experience managing quality assurance teams • 3+ years of experience in handling an Interaction analytics tool and establishing monitoring standards across the organization. • 3+ years of experience developing and implementing successful, enterprise-wide organizational Quality Monitoring Programs, preferably in a healthcare, biotech, or pharma environment • 5+ years of management experience, preferably in a contact center environment • Bachelor’s degree in organizational development, business, education, or related field preferred • Organize, conduct, and evaluate internal quality monitoring and calibration programs • Building positive relationships and communication channels with other teams and departments • Ability to coach and develop others • Strong facilitation presentation skills, including one-to-one, small, and large group settings • Excellent verbal, written, and interpersonal skills • Ability to work in a fast-paced environment with competing priorities • Flexible and adaptable; able to embrace and champion change on short notice • Ability to manage multiple projects and priorities simultaneously • Ability to provide direction and coaching to Process and Quality Analysts • Strong aptitude for detail, and analytical projects with a focus on metric-driven improvements • Ability to work independently required • Strong computer skills (knowledge of a PC, Microsoft Office programs) • Ability to travel between the access centers, in addition to conducting site location visits • Prior experience in a healthcare call center preferred • Prior experience using Speech/Interaction Analytics preferred • Prior experience in a healthcare setting preferred. • Training in Total Quality Management or Quality Improvement and experience in process design/redesign preferred. • Six Sigma Black Belt or COPC-certified preferred

Benefits

• health insurance • dental insurance • life insurance • access to a 401k plan