Overview
Senior Quality Engineer – Exton, PA Jobs in Exton, PA at DSM-Firmenich AG
Job Overview
This position is responsible for the daily quality review of transactions and calls from voice staff in support of healthcare operations, overseeing quality assurance and improvement. Additionally, the position entails identifying, recommending, and implementing quality improvement programs and practices aimed at enhancing process improvement, customer experience and ensuring high-performing operation. It will be an individual contributor.
ESSENTIAL RESPONSIBILITIES:
Achieve daily QA targets
Review and assess transactions, including calls
Provide fair, concise, and objective feedback
Report findings to agents and leads for training and improvement
Collaborate on quality processes and scoring techniques
Timely report quality monitoring for agents
Raise and resolve QA concerns promptly
Coach and provide feedback to monitored personnel and supervisors
Identify quality improvement opportunities using business tools
Calibrate scores objectively
Ensure consistency across sites and teams focusing on customer experience and performance
Analyze quality data to identify root causes and recommend improvements
Prepare monthly and ad hoc QA reports timely
Work with leads and training team to address areas for improvement from QA results
SKILLS AND COMPETENCIES
Provides regular coaching and feedback to agents
Motivates employees for better results
Strong communication and listening skills
Capable of coaching for performance improvement
Knowledgeable about the US Healthcare industry
Understands healthcare provider business policies and practices
Advanced interpersonal, presentation, and communication skills
Effective problem-solving, decision-making, and innovative thinking
Proficient in Microsoft Office
FORMAL EDUCATION AND EXPERIENCE
Graduation in any stream
Experience in denial management and calling.
1-2 years of experience as full time quality analyst in US Healthcare
Pay and Benefits Pay Range Minimum: $17.88 per hour
Pay Range Maximum: $118.00 per hour
HCLTech is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to [email protected] for investigation.
A candidate’s pay within the range will depend on their work location, skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.
Job Type: Full-time
Pay: $17.88 – $18.00 per hour
Benefits:
401(k)
401(k) matching
Dental insurance
Health insurance
Paid time off
Referral program
Vision insurance
Schedule:
8 hour shift
Day shift
Monday to Friday
Education:
High school or equivalent (Required)
Experience:
Quality assurance: 3 years (Required)
Coaching & Monitoring: 3 years (Required)
DME: 3 years (Required)
Calibration: 3 years (Required)
Healthcare Knowledge: 3 years (Required)
Work Location: In person
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Title: Senior Quality Engineer – Exton, PA
Company: DSM-Firmenich AG
Location: Exton, PA
