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| Manager of Quality Assurance | Full Time Regular | posted 01.05.10 | |||
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Manager of Quality Assurance Job Purpose and Scope: Exempt position reporting to the “Director of CRM & Quality,” the “Manager of Quality Assurance” is responsible for Quality, Compliance, development, execution and coordination of tasks related to the Technology Solution Center. Position Summary: To ensure internal and external customers that the agency's services meet or exceed stated objectives consistently. Major Duties: • Develop an agency-wide quality improvement plan. • Host Daily Incident and Change Control Meetings • Ongoing inspection of all record and subsequent reports to each supervisor/manager Sr. Vice President • Catalogue and analyze all client formal alerts, unusual/critical incidents and other auditing and tracking tools. Cause risk management discussions to occur based on the data to reduce the number of incidents over time • Assist managers in developing, implementing and tracking achievement of objectives/outcomes. • Maintain data collection monitoring accountability and tracking outcomes. Fully understand and assist in implementing performance standards, contract regulations and foundation/grant guidelines. • Work with directors and quality teams to assess and ensure compliance with quality improvement plan against internal (policy/procedure) and external (contract/program) requirements; report regularly on results. • Include in the quality improvement plan criteria for evaluating stated program and business process outcomes. • Regularly survey internal and external customers to evaluate and improve the quality of business processes and client services. • Organize and facilitate regularly scheduled quality training with directors, specialty leaders and staff as needed to educate and implement quality as a strategy. • Catalogue and analyze abuse, critical incident and client grievance reports. • Become knowledgeable about state of the art business trends, management process techniques, and measurement tools through continuing education. • Participate in regional and agency-wide staff meetings, work groups, training and development and other program related activities as appropriate. • Perform other related duties as assigned. Knowledge, Skills and Abilities: Skill Requirements • Ability and knowledge to work within ITILv3 standards • Ability to work from ISO 9000 procedures • Review TSC Vision Statement and the Quality Policy periodically, understand TSC’s commitment to excellent client service and continual improvement, and conform to these policies and TSC principles at all times. • Review the Quality System Responsibility Matrix to understand the quality procedures that apply to your specific assignment(s) within the scope of this job position and conform to these procedures, including any reporting (and/or record keeping) responsibilities • Five years+ experience in Analytics • Work across departmental lines • Ability to work with levels of management • Excellent communication and writing skills • Ability to conduct meetings and conference calls and sticking to specific issues • Must be skilled to multitask across multiple on-going projects • Proven Management of the delivery process in complex environment. • Self motivated and meticulous attention to detail Job Entry Requirements: 1. Required Education: BS degree from any accredited college or University 2. Required Experience: Minimum of 5 years experience in Quality Management Certification of ITILv3 Any unsolicited resumes that are received via email or FAX will become the property of Eclipsys Corporation and no fees will be paid unless the recruiting agency/recruiter (i) is approved to work with Eclipsys pursuant to a valid contract, and (ii) contacts the corporate recruiter and obtains the corporate recruiter’s permission to work on such search |
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