What are the responsibilities and job description for the Quality Assurance Manager position at Symphony Placements?
As the Quality Assurance Manager, you will support and lead quality efforts for a customer service and contact center based in Howard County, Maryland. A team-oriented, professional, with critical thinking capabilities and a positive attitude, are hallmarks of the ideal candidate, who must also possess strong communication and interpersonal skills. These qualities will be crucial to allow for mentoring and guiding the department to success. Candidates with knowledge of Medicaid / Managed Care, eligibility, and low-income populations are encouraged to apply.
Job Requirements :
- Oversees the quality of products and services via auditing of calls and procedures
- Design, implement and maintain procedures and standards that conform to established policies and goals.
- Creating policy manuals and implement feedback for continuous improvement.
- Perform regular audits to maintain the highest level of quality; identifying any discrepancies and recommend improvements.
- Collaborate with staff members effort, ensuring comprehension and importance of roles and fostering an environment where members are aligned to achieve the set quality standards.
- Train new and existing staff on quality standards by creating comprehensive training programs, promoting a culture of continuous learning and ensuring compliance with the client's requirements.
Qualifications for the position include :