Quality Assurance Officer

Job Title: Quality Assurance & Policy Control Officer/Supervisor

Division: Operations Division

Department: Operations Back Office and Support

Reports to (Position of Immediate Superior): Quality Assurance and Policy Control Assistant Manager

Supervises (Positions of Subordinates): Quality Assurance Specialist

Primary Job Responsibility

Responsible for planning, developing and implementing quality management systems to ensure the

compliance to policies and work instructions within the following units:

• Operations Design and Management
• Corporate Sales
• Consumer and Regional Sales
• Operations Support Services
• Claims Operations Management
• Client Services
• Contact Center
• Inpatient Operations
  
  

Supervises People And Responsible For The Activities Such As

• Developing Team and Individual Skills and Capabilities
• Mentoring, Coaching and Job-shadowing
• Engaging and Motivating employees
• Rating Performance Reviews
• Monitoring and Providing feedback on day-to-day performance
• Counseling and Carrying out Disciplinary Activity
  
  

I. Job Description

• Duties and Responsibilities done at PERIODIC or REGULAR Intervals
• Evaluates and rates the quality of transactions to ensure compliance on the agreed standards
• Evaluates the quality of evaluations conducted by specialists (If there’s a direct report) to ensure compliance on the agreed standards
• Prepares reports to assess and to identify areas of improvement
• Conducts discussion with the Quality Assurance Officer, Internal and External Units to ensure alignment of transaction handling evaluation
• Conducts coaching with the specialists (If there’s a direct report) to ensure alignment with the QA guidelines, audit process and performance goals
• Duties and Responsibilities done at IRREGULAR or INTERMITTENT Intervals
• Recommends corrective and preventive actions for quality improvement
• Coordinates the results to Learning and Development for refresher courses
• Provides analysis to other units and stakeholders for process improvement
• STANDARD RESPONSIBILITY STATEMENTS
  
  

✓ Strives to embody, commits to support and deliver the Management System policy, objectives and initiatives of the organization;

✓ Communicates, engages, directs and supports people to contribute to the Management System effectiveness;

✓ Demonstrates commitment to customers by ensuring applicable statutory and regulatory requirements are determined, understood and consistently met;

✓ Abides by the Management System policies and procedures for the effective management and control of its processes; and

✓ Promotes and utilizes the Process Approach and Risk-based Thinking at work.

✓ Performs other RELATED functions that may be assigned BY THE IMMEDIATE SUPERIOR

II. JOB SPECIFICATIONS

• SKILLS
• EDUCATIONAL REQUIREMENT
  
  

MINIMUM Educational Level And Background Required By This POSITION

• College Graduate of any 4 year course
• EXPERIENCE AND TRAINING
  
  

PERIOD OF TIME OR LENGTH of related experience the CANDIDATE must acquire before being

assigned to and perform the functions of this job, SATISFACTORILY under NORMAL supervision:

• At least two years of experience performing Quality Assurance/Control functions
  
  

CSAT SCRUBBING Experience Is Required

• SKILLS REQUIREMENT
• Proficient in using google suite applications (i.e. sheets, forms, docs)
• Highly analytical and proactive in providing recommendations
• RESPONSIBILITY
• ACCOUNTABILITY – ASSETS, CASH, EQUIPMENT
  
  

Value or worth of company assets (cash, checks, financial instruments, investments, tools,

materials, machinery, equipment, and supplies) this POSITION is accountable for:

Specify Assets, Cash And Equipment Directly Accounted For

• Laptop
• Mobile Phone
• ACCOUNTABILITY – RECORDS AND DOCUMENTS
  
  

Level of CONFIDENTIALITY AND IMPORTANCE of the information, records, reports, and

documents prepared, maintained, has access to, and handled by this POSITION

Records And Documents Directly Accounted For

• Shared Documents
• Policies and work instructions from different units
• NEED FOR SUPERVISION
  
  

EXTENT of work supervised or managed by the Immediate Superior, whether the job is limited or diversified; quantify range of activities, VARIETY of tasks to be carried out, and the DIVERSITY of the problem to be solved

• Any cost or customer impacting and unusual cases that needs the decision of the immediate supervisor
• Disputes or escalations from the senior management
• PEOPLE MANAGEMENT
  
  

Number Of Subordinates This POSITION DIRECTLY Supervise

• 1 to 4 subordinates
• CONTACTS – INTERNAL AND EXTERNAL
  
  

EXTENT the work required in making personal contacts inside and outside of the organization, level of importance of contacts; FREQUENCY they are made; LEVEL OR DEGREE they involve exchanging information, dealing with people, exerting influence, persuading them to take action, etc.

• Overall (internal or external) - As required or at least 4 sessions a month (Calibration or Meetings)
• EFFORT
• PHYSICAL EFFORT
  
  

USUAL POSITION at work of this JOB considering energy needed and exerted to satisfactorily perform the job

• Sitting, talking and/or walking are done in intervals, in combination or alternately
• MENTAL EFFORT
  
  

AMOUNT OF THINKING to analyze problems; develop and evaluate solutions to given problems

• Requires data interpretation, analysis and critical thinking to perform the tasks

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