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Quality Assurance – Sr. Director

Fort Lauderdale, Florida
Job ID: 3415

Sr. Director of Quality Assurance – Contact Center 
Fort Lauderdale, FL  
Full Time/Perm 
$120K – $150K 

The Sr. Director of Quality Assurance will be responsible for developing, implementing and overseeing Contact Center Quality Assurance programs in order to ensure best in class programs for both call, and non-call clients. 

Duties and Responsibilities: 

  • Develops, implements, and maintains a Quality Assurance Program for all clients programs   
  • Collaborate with cross-functional team members in strategy development and day-to-day planning and execution of Quality Assurance processes and procedures
  • Utilize Six Sigma, Lean, and other continuous improvement concepts to improve quality across varies clients
  • Strong track record of leading, managing and developing people 
  • Ensures that internal and external partners establish and maintain a Quality Assurance Programs
  • Implementation of improvement initiatives and preventative quality techniques across all call centers locations
  • Responsible for participating in Quality Assurance, compliance and in-service and continuing education activities 
  • Review and ensures all areas have detailed and accurate training programs to maintain best of class quality levels
  • Highly effective communicator capabilities to varied levels from staff  to “C” level executives
  • 10-15% travel both domestic and international 

Education and Experience:  

  • Experience with Medicare and Managed Care preferred (not required)
  • Bachelor’s degree and 7 plus years of healthcare management experience; Masters a plus
  • Has experience in leading a large team in a call center environment
  • Experience in developing and managing Quality Assurance programs
  • Knowledge of quality and process improvement measures such as Six Sigma certification a plus (not required)
  • Certified Professional in Healthcare Quality (CPHQ) a plus (not required) 

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"U.S. Citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor at this time."