The Lead Associate - Quality is responsible for overseeing the quality assurance process, ensuring compliance with regulatory requirements, and providing feedback to associates.
In Short
Responsible for the entire quality assurance process.
Ensure correctness and completeness of cases.
Report and track accuracy SLAs and KPIs.
Conduct quality monitoring reviews.
Assist in developing quality management programs.
Complete RCA for critical errors.
Measure performance standards uniformly.
Conduct coaching sessions for improvements.
Facilitate quality assurance training as needed.
Escalate serious performance issues as necessary.
Requirements
1-2 years of experience in customer service.
Previous Quality Assurance experience.
Experience in Dental Practice Services is a plus.
Excellent communication and presentation skills.
Highly motivated and able to work independently.
Effective analytical and problem-solving skills.
Proficient in word-processing, database, and spreadsheet software.
Knowledge of medical terminology and anatomy.
Subject matter expert on contracts maintained by Assessment unit.