Quality Assurance Analyst
Posted Updated
Description
<div><b>Job Title: Quality Assurance & Policy Control Officer/Supervisor</b></div><div><b>Division: Operations Division</b></div><div><b>Department: Operations Back Office and Support</b></div><div><b>Reports to <span style="font-family: var(--dbxDefaultFontFamily);">(Position of Immediate Superior): </span><span style="font-family: var(--dbxDefaultFontFamily);">Quality Assurance and Policy Control Assistant Manager</span></b></div><div><b>Supervises <span style="font-family: var(--dbxDefaultFontFamily);">(Positions of Subordinates): </span><span style="font-family: var(--dbxDefaultFontFamily);">Quality Assurance Specialist</span></b></div><div><span style="font-family: var(--dbxDefaultFontFamily);"><br></span></div><div><div style=""><font face="Roboto, -apple-system, BlinkMacSystemFont, Segoe UI, Helvetica, Arial, sans-serif"><b>PRIMARY JOB RESPONSIBILITY</b></font></div><div style=""><font face="Roboto, -apple-system, BlinkMacSystemFont, Segoe UI, Helvetica, Arial, sans-serif">Responsible for planning, developing and implementing quality management systems to ensure the</font></div><div style=""><font face="Roboto, -apple-system, BlinkMacSystemFont, Segoe UI, Helvetica, Arial, sans-serif">compliance to policies and work instructions within the following units:</font></div><div style=""><font face="Roboto, -apple-system, BlinkMacSystemFont, Segoe UI, Helvetica, Arial, sans-serif"> ● Operations Design and Management</font></div><div style=""><span style="font-family: Roboto, -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;"> </span><span style="font-family: Roboto, -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;"> </span><font face="Roboto, -apple-system, BlinkMacSystemFont, Segoe UI, Helvetica, Arial, sans-serif">● Corporate Sales</font></div><div style=""><span style="font-family: Roboto, -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;"> </span><span style="font-family: Roboto, -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;"> </span><font face="Roboto, -apple-system, BlinkMacSystemFont, Segoe UI, Helvetica, Arial, sans-serif">● Consumer and Regional Sales</font></div><div style=""><span style="font-family: Roboto, -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;"> </span><span style="font-family: Roboto, -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;"> </span><font face="Roboto, -apple-system, BlinkMacSystemFont, Segoe UI, Helvetica, Arial, sans-serif">● Operations Support Services</font></div><div style=""><span style="font-family: Roboto, -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;"> </span><span style="font-family: Roboto, -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;"> </span><font face="Roboto, -apple-system, BlinkMacSystemFont, Segoe UI, Helvetica, Arial, sans-serif">● Claims Operations Management</font></div><div style=""><span style="font-family: Roboto, -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;"> </span><span style="font-family: Roboto, -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;"> </span><font face="Roboto, -apple-system, BlinkMacSystemFont, Segoe UI, Helvetica, Arial, sans-serif">● Client Services</font></div><div style=""><span style="font-family: Roboto, -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;"> </span><span style="font-family: Roboto, -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;"> </span><font face="Roboto, -apple-system, BlinkMacSystemFont, Segoe UI, Helvetica, Arial, sans-serif">● Contact Center</font></div><div style=""><span style="font-family: Roboto, -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;"> </span><span style="font-family: Roboto, -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;"> </span><font face="Roboto, -apple-system, BlinkMacSystemFont, Segoe UI, Helvetica, Arial, sans-serif">● Inpatient Operations</font></div><div style=""><font face="Roboto, -apple-system, BlinkMacSystemFont, Segoe UI, Helvetica, Arial, sans-serif"><br></font></div><div style=""><font face="Roboto, -apple-system, BlinkMacSystemFont, Segoe UI, Helvetica, Arial, sans-serif">Supervises people and responsible for the activities such as:</font></div><div style=""><span style="font-family: Roboto, -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;"> </span><span style="font-family: Roboto, -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;"> </span><font face="Roboto, -apple-system, BlinkMacSystemFont, Segoe UI, Helvetica, Arial, sans-serif">● Developing Team and Individual Skills and Capabilities</font></div><div style=""><span style="font-family: Roboto, -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;"> </span><span style="font-family: Roboto, -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;"> </span><font face="Roboto, -apple-system, BlinkMacSystemFont, Segoe UI, Helvetica, Arial, sans-serif">● Mentoring, Coaching and Job-shadowing</font></div><div style=""><span style="font-family: Roboto, -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;"> </span><span style="font-family: Roboto, -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;"> </span><font face="Roboto, -apple-system, BlinkMacSystemFont, Segoe UI, Helvetica, Arial, sans-serif">● Engaging and Motivating employees</font></div><div style=""><span style="font-family: Roboto, -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;"> </span><span style="font-family: Roboto, -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;"> </span><font face="Roboto, -apple-system, BlinkMacSystemFont, Segoe UI, Helvetica, Arial, sans-serif">● Rating Performance Reviews</font></div><div style=""><span style="font-family: Roboto, -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;"> </span><span style="font-family: Roboto, -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;"> </span><font face="Roboto, -apple-system, BlinkMacSystemFont, Segoe UI, Helvetica, Arial, sans-serif">● Monitoring and Providing feedback on day-to-day performance</font></div><div style=""><span style="font-family: Roboto, -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;"> </span><span style="font-family: Roboto, -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;"> </span><font face="Roboto, -apple-system, BlinkMacSystemFont, Segoe UI, Helvetica, Arial, sans-serif">● Counseling and Carrying out Disciplinary Activity</font></div><div style=""><font face="Roboto, -apple-system, BlinkMacSystemFont, Segoe UI, Helvetica, Arial, sans-serif"><br></font></div><div style=""><font face="Roboto, -apple-system, BlinkMacSystemFont, Segoe UI, Helvetica, Arial, sans-serif"><div><b>I. JOB DESCRIPTION</b></div><div><b>A. Duties and Responsibilities done at PERIODIC or REGULAR Intervals</b></div><div><div> - Evaluates and rates the quality of transactions to ensure compliance on the agreed standards</div><div> - Evaluates the quality of evaluations conducted by specialists (If there’s a direct report) to ensure compliance on the agreed standards</div><div> - Prepares reports to assess and to identify areas of improvement</div><div> - Conducts discussion with the Quality Assurance Officer, Internal and External Units to ensure alignment of transaction handling evaluation</div><div> - Conducts coaching with the specialists (If there’s a direct report) to ensure alignment with the QA guidelines, audit process and performance goals</div><div><br></div><div><div><b>B. Duties and Responsibilities done at IRREGULAR or INTERMITTENT Intervals</b></div><div> ● Recommends corrective and preventive actions for quality improvement</div><div> ● Coordinates the results to Learning and Development for refresher courses</div><div> ● Provides analysis to other units and stakeholders for process improvement</div><div><br></div><div><div><b>C. STANDARD RESPONSIBILITY STATEMENTS</b></div><div> ✓ Strives to embody, commits to support and deliver the Management System policy, objectives and initiatives of the organization;</div><div> ✓ Communicates, engages, directs and supports people to contribute to the Management System effectiveness;</div><div> ✓ Demonstrates commitment to customers by ensuring applicable statutory and regulatory requirements are determined, understood and consistently met;</div><div> ✓ Abides by the Management System policies and procedures for the effective management and control of its processes; and</div><div> ✓ Promotes and utilizes the Process Approach and Risk-based Thinking at work.</div><div> ✓ Performs other RELATED functions that may be assigned BY THE IMMEDIATE SUPERIOR</div><div><br></div><div><div><b>II. JOB SPECIFICATIONS</b></div><div><b>A. SKILLS</b></div><div><b>1. EDUCATIONAL REQUIREMENT</b></div><div>MINIMUM educational level and background required by this POSITION:</div><div> ● College Graduate of any 4 year course</div><div><br></div><div><b>2. EXPERIENCE AND TRAINING</b></div><div>PERIOD OF TIME OR LENGTH of related experience the CANDIDATE must acquire before being</div><div>assigned to and perform the functions of this job, SATISFACTORILY under NORMAL supervision:</div><div> ● At least two years of experience performing Quality Assurance/Control functions</div><div> <b> CSAT SCRUBBING experience is required</b></div><div><br></div><div><b>3. SKILLS REQUIREMENT</b></div><div> ● Proficient in using google suite applications (i.e. sheets, forms, docs)</div><div> ● Highly analytical and proactive in providing recommendations</div><div><div><br></div><div><b>B. RESPONSIBILITY</b></div><div><b>1. ACCOUNTABILITY – ASSETS, CASH, EQUIPMENT</b></div><div>Value or worth of company assets (cash, checks, financial instruments, investments, tools,</div><div>materials, machinery, equipment, and supplies) this POSITION is accountable for:</div><div>SPECIFY ASSETS, CASH AND EQUIPMENT DIRECTLY ACCOUNTED FOR:</div><div> ● Laptop</div><div> ● Mobile Phone</div><div><br></div><div><b>2. ACCOUNTABILITY – RECORDS AND DOCUMENTS</b></div><div>Level of CONFIDENTIALITY AND IMPORTANCE of the information, records, reports, and</div><div>documents prepared, maintained, has access to, and handled by this POSITION</div><div>RECORDS AND DOCUMENTS DIRECTLY ACCOUNTED FOR:</div><div> ● Shared Documents</div><div> ● Policies and work instructions from different units</div></div></div></div></div></div><div><div><br></div><div><b>3. NEED FOR SUPERVISION</b></div><div>EXTENT of work supervised or managed by the Immediate Superior, whether the job is limited or diversified; quantify range of activities, VARIETY of tasks to be carried out, and the DIVERSITY of the problem to be solved</div><div> ● Any cost or customer impacting and unusual cases that needs the decision of the immediate supervisor</div><div> ● Disputes or escalations from the senior management</div><div><br></div><div><b>4. PEOPLE MANAGEMENT</b></div><div>Number of subordinates this POSITION DIRECTLY supervise:</div><div> ● 1 to 4 subordinates</div><div><br></div><div><b>5. CONTACTS – INTERNAL AND EXTERNAL</b></div><div>EXTENT the work required in making personal contacts inside and outside of the organization, level of importance of contacts; FREQUENCY they are made; LEVEL OR DEGREE they involve exchanging information, dealing with people, exerting influence, persuading them to take action, etc.</div><div> ● Overall (internal or external) - As required or at least 4 sessions a month (Calibration or Meetings)</div><div><br></div><div><b>C. EFFORT</b></div><div><b>1. PHYSICAL EFFORT</b></div><div>USUAL POSITION at work of this JOB considering energy needed and exerted to satisfactorily perform the job</div><div> ● Sitting, talking and/or walking are done in intervals, in combination or alternately</div><div><br><b>2. MENTAL EFFORT</b></div><div>AMOUNT OF THINKING to analyze problems; develop and evaluate solutions to given problems</div><div> ● Requires data interpretation, analysis and critical thinking to perform the tasks</div></div></font></div></div>