Quality Control Specialist (Military One Source)

Role Summary :

The Quality Control Specialist’s (QCS) primary responsibility is to uphold the highest standards of quality and compliance within the Military OneSource program.

The QCS will conduct thorough quality audits on program performance, SLAs, and session documentation to ensure accuracy and compliance with regulations and standards.

This role is responsible for tracking the on-time delivery of quality requirements through close collaboration with teams to address any discrepancies or areas for improvement, ultimately contributing to the overall success and efficiency of the program.

Major Responsibilities :

The QC Specialist shall be aligned to the evaluation of quality audits. They will review case management documentation of patient interactions with service provider using quality scorecard in the MyQuality platform, measuring service delivery against URAC and identified service standards, production targets and deliver all work on-time and within designated cadence.

The QCS is responsible for providing scorecard performance results, identifying trends and action plans and providing this information reliable consultation to aligned leaders.

The QC Specialist shall adhere to auditing standards, participate in team meetings, training requirements and calibration sessions.

Technical Skills & Education :

It is required that the QC Specialist has the following qualifications : Must be a U.S. citizen and must speak fluent English.

A minimum of a Bachelors degree from an accredited undergraduate program. A minimum of 2 years of experience in call center operations or quality auditing.

Must possess strong customer service skills, ability coordinate and focus on deliverables, communicate clearly and in a supportive manner, problem solve and effectively identify and use available resources.

ALL quality roles must have experience in quality, audit, SLA or something related. Higher level : clinical / healthcare / mental health experience nice to have.

ALL MUST have experience with quality in a large program (COA / URAC accredited, or similar). Must pass government-issued background check (tier 2 suitability).

In addition, the following requirements should be met :

• Ability to manage multiple projects simultaneously
• Good organizational Skills
• Strong interpersonal and relationship building skills
• Excellent oral and written communication skills
• Strong technical and computer skills
• Ability to teach and mentor
• Innovative and creative thinking

Last updated : 2024-06-21