Senior Team Lead - Process Quality

Job Description:       

• Performing audits and calibration on scheduled audits

• Executing root cause analysis of CSAT Survey results

• Compiling reports for our representatives and management team

• Regular reviews of colleagues on their auditing performance that are effective, clear and inspire our colleagues to continue towards greatness

• Identifying training opportunities and working in partnership with the training

• Collaborating as an EM team to report our monthly metrics and to drive initiatives

• Resolving problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions with collaboration with the operations team; escalating unresolved issues.

• Working closely with supervisors from all shared service centers to support our colleagues

• Other quality assurance related duties as deemed necessary

Eligibility Criteria:

• Open to all 1S to 3S patient advocates only in CRC 

• Must have at least 6 months of tenure and holds regular employee status

• Holds a Performance Rating of “Consistently Meets Performance” or higher

• Has no active disciplinary record (Verbal Warning or above)

• Has no active or ongoing ER/ Ethics case and has not been found guilty of any Ethicspoint case

• Not currently enrolled in Performance Improvement Plan (PIP)

• 95% or higher Attendance score in each month

• 90% or higher Quality score in each month

• No call outs/escalation from internal/external stakeholder