Quality Manager

Summary

The qualified candidate shall oversee quality management activities, including quality planning, quality assurance, and quality control. The contractor’s Quality Manager shall be a key position that must lead the Quality Assurance Unit in their efforts to maintain consistent excellence in the delivery of all products and services relevant to this contract, as well as the competence levels of the staff responsible for delivering said services. The contractor’s Quality Manager shall develop, implement, and maintain a Quality Management Plan, identify quality requirements and standards, establish quality metrics and measures, and execute quality monitoring and review processes for all aspects outlined in this contract. The contractor’s Quality Manager shall develop, implement, and maintain a UM Quality Assurance Plan. During the development and implementation lifecycle, the contractor’s Quality Manager shall work with contractor and state agency staff to build a comprehensive test suite to eliminate defects making it to the production environment. This position shall oversee and direct testing staff. The Quality Manager shall be responsible for all solution testing and implementing the processes outlined in the Test Plan.
 

Your role in our mission

· Participates in customer and client listening programs to identify customer needs and expectations.

· Monitor the effectiveness and quality of incoming calls and accuracy of prior authorization decisions.

· Determine weaknesses in performance and establish solutions to improve.

· Ensure compliance with company's quality systems.

· Identify process improvement opportunities and coaching to agents.

· Generate and maintain feedback and coaching documentation. Provides feedback to call center team leaders and managers.

· Offer daily feedback via verbal & written communication.

· Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of the Technical Call Center and Prior Authorization Operations teams.

· Ability to work and complete projects without supervision, self-motivated.

· Ability to communicate with discretion and professionalism, understanding when confidentiality is needed.

What we're looking for

· Bachelor’s degree preferred. In lieu of a bachelor’s degree, 5 years of call center customer care experience, prior authorization experience preferably in a pharmacy or PBM environment.

· Required lean six sigma and Quality Assurance and Training experience.

· 5 years of leadership experience preferred.

· Strong attention to detail, exceptional listening, and analytical skills.

· Excellent communication skills both written and verbal required.

· Excellent organizational skills and ability to handle multiple tasks under deadlines.

· Strong knowledge of customer care processes and techniques.

· Demonstrated ability to work well in a team environment.

· Good communication skills to interact with team members, customers, and personnel.

· Good analytical and problem-solving skills.

· Good interpersonal, leadership and presentation skills for interacting with team members.

· Good human relations skills to select, develop, and mentor employees.

· Good personal computer and business solutions software skills.

· Ability to handle multiple tasks simultaneously and switch between tasks quickly.

· Ability to independently generate presentations regarding quality assurance group activities and status, and present them to senior management, customers, and development staff.

· Ability to work independently and as part of a team.

· Good organization and time management skills.

What you should expect in this role

· Opportunities to travel through your work (0-10%); Reside within MO