About the Role
Quality Manager
Work@Home USA
Fully Remote
Job Description
Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.
Job title:
Quality Manager
Job Description:
We are currently hiring a Quality Manager to join us in a remote, work at home role.
Key areas of responsibility:
- Identifies and understands quality needs of the Program. Conducts needs analysis, studies and confers with all functions to determine requirements.
- Is accountable for implementation and monitoring of process to exceed Client provided Member experience metrics goal
- Coaches and develops quality staff to ensure high degree of measurable success. Provides specific qualitative and quantitative data to Operations Team.
- Closely interacts with all stake holders to deliver word class quality program
- Must be well versed in the process of holding calibration sessions , Understand and articulate the client?s Quality requirements to the internal teams
- Conduct One on Ones with next level
Skills/experience needed to be successful:
- Bachelor?s degree or equivalent work experience
- Six sigma green belt or at least a good understand of continuous process improvement procedures preferred.
- Min 7 years of experience needed in a call center managing inbound calls including minimum of 3 yrs. of experience as Quality Manager or Assistant Manager -Quality
- Experience in Managing Healthcare programs preferred.
- Excellent written and verbal communication skills required to present and interact with wide variety of internal and external customers.
- Should be well versed in using MS office tools
- Must be detail oriented with a good observation skills.
- Ability to present to present data to the clients and stakeholders.
- Should have good analytical skills to analyze, identify and solve the issue.
- Ability to demonstrate innovation, and problem solving skills when making decisions.