Lead Associate - Transactional Quality - Remote

Overview

The Lead Associate - Transactional 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.

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.
• Fluency in Spanish, French, and English preferred.

Benefits

• Professional development opportunities.
• Structured career path.
• Coaching and mentoring.
• Role clarity.
• Employee experience at the core.