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Director Quality Management


  • LogistiCare
  • 07/30/20
  • Phoenix, AZ
  • 85282
  • Full-time
The Director, Quality Management works collaboratively with other members of the quality team to achieve improvements in outcomes.

ESSENTIAL FUNCTIONS

* Responsible for driving improvements to key metrics and partnering with internal stakeholders to affect positive change in processes, behavior, training and technology.
* Establish procedures that produce high quality customer satisfaction, experience and loyalty that exceeds customer and industry standards.
* Surface inconsistencies in quality and experience, and conduct root cause analysis with corrective and preventative action plans
* Create innovative ways to receive and track actionable customer feedback
* Use analytics to understand customer challenges, and calibration of quality monitoring results
* Facilitate calibration sessions with contact center leadership and other areas of operations to ensure consistency in the evaluation process
* Dive deep into customer escalation and transfer processes to identify root causes and implement process improvements around reduction
* Establishes and maintains excellent relationships with key stakeholders related to quality improvement initiatives.
* Provides continuous learning to key stakeholders, regarding quality improvement activities, methodologies, etc.
* Develop strategic quality and process improvement initiatives that establish a culture of quality by participating in long-range planning
* Collaborate with all internal and external stakeholders in identifying, developing, and implementing innovative programs and initiatives to improve outcomes
* Present results and analysis of improvement efforts and ongoing performance measures to senior management
* May perform other duties as assigned

POSITION QUALIFICATIONS

Competency Statement(s)

* Analytical Skills - Ability to use thinking and reasoning to solve a problem
* Communication Written & Oral - Ability to communicate clearly and concisely and communicate to an audience which includes staff, clients, and senior management.

* Customer Oriented - Ability to take care of the customers' needs while following company procedures.
* Decision Making - Ability to make critical decisions while following company procedures.
* Detail Oriented - Ability to pay attention to the minute details of a project or task; work must be delivered virtually error free
* Interpersonal - Ability to get along well with a variety of personalities and individuals.
* Leadership - Ability to influence others to perform their jobs effectively and to be responsible for making decisions.
* Management Skills - Ability to organize and direct oneself and effectively supervise others
* Multitask -- Ability to accomplish many things at once in order to meet critical deadlines
* Problem Solving -- Ability to find a solution for or to deal proactively with work-related problems
* Relationship Building - Ability to effectively build relationships with customers and co-workers
* Self-Motivated -- Ability to do what needs to be done without influence from other people
* Team Building - Ability to convince a group of people to work toward a goal.
* Working Under Pressure - Ability to complete assigned tasks under stressful situations
* Excellent time management and organizational skills.

Education

* Bachelor's Degree is required with preferences from one of the following related fields: Quality Management, Psychology, Behavioral Health or Statistics
* Certification of quality control (NCQA, Six Sigma, ISO etc.) is strongly preferred

Experience

* Detail-oriented with the ability to manage projects from inception through execution.

* 7+ years of experience in a quality or experience-driven role, preferably in a multi-site/multi-channel contact center environment

* 5+ years working directly with analytics tools used to identify and improve experience and process

* Proven success in managing, leading and motivating others, with strong interpersonal skills and the ability to inspire and lead a team

SKILLS & ABILITIES

* Microsoft Office Proficient: Word, Project, WorkFront, Excel, PowerPoint, and Outlook.

* Excellent verbal, written, and interpersonal communication skills with the ability to communicate clearly to influence and drive strategic decisions across the organization.
* Analytical with a strong grasp of using data to determine cause and effect relationships, with an ability to create project plans leveraging this data into actionable change

* In depth understanding of quality management control procedures and relevant legal standards.
* Excellent math abilities and working knowledge of data analysis/statistical methods.

WORKING CONDITIONS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

*

Able to sit at and work on a computer for periods of time
*

Able to use the phone for periods of time

*

Able to lift up to 25 pounds and reach/bend to retrieve items in cabinets and shelves
*

Ability to speak, hear and see for the assigned work day

*

Repetitive key stroke/data entry for the assigned work day
*

Ability to ambulate as needed for the assigned work day
*

Ability to uphold the stress of traveling

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Approximately 60% - 90% of work time is conducted in an office setting and approximately 10% - 40% will require travel.

The noise level in the work environment is usually moderate.

LogistiCare is an Equal Opportunity Employer

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled


Employer Information

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