Overall Purpose of the Role

The role of the Quality Consultant is to offer consulting services to key functional stakeholders using data gleaned from the operation, management, and improvement of the TOP Quality Management System (QMS).

They will be a practicing quality professional with good knowledge and experience in the delivery of service excellence in the healthcare, logistics or related industry. Working alongside the service delivery team and reporting to the TOP Quality Manager, TLAC & Beneficiary Support, this role will support the team in achieving outstanding levels of customer satisfaction by advising on appropriate quality tools and techniques, monitoring delivery process performance and identifying areas for correction and improvement.

The Quality Consultant will support all LAC platforms through their analysis and response to customer feedback. They will also analyze all service-related data in and develop a strong consulting relationship with functional management in order to understand and communicate service improvement initiatives.

The Quality Consultant will also undertake independent process and system audits internally within the team, and will provide monthly quality status reporting to the Quality Manager and to the Group Quality function using the organization’s standard templates.

Key Responsibilities

• Performs daily quality audits of the Assistance Center operations including monitoring of inbound and / or outbound telephone calls and other correspondence.
• Provides accurate and timely call quality monitoring reports on quality issues and performance measures of Assistance Centers operations.
• Provides feedback to managers regarding areas for improvement and recommends coaching opportunities for individual team members. May also provide feedback and coaching directly to individual team members as required.
• Performs case quality management reviews and develops action plans for individual team members and the Assistance Center.
• Liaise with Operations Managers and the Learning and Development team to ensure team members training plans are developed and delivered appropriately.
• Coordinate and facilitate monthly call calibration sessions with the appropriate stakeholders in the Assistance Center.
• Manage customer and client satisfaction through the Customer Feedback System including logging, monitoring and managing the service delivery.
• Prepares monthly quality reports according to department guidelines.
• Coordinate and facilitate monthly Quality, Learning & Development performance review with the Assistance Center management team.
• Recommend policy and procedure changes or quality audit plan updates based on monitoring quality trends.
• Use benchmarking and other appropriate tools and techniques to evaluate performance and improvement priorities.
• Champion, support or lead quality improvement initiatives
• Monitor the internal and external audit schedules and standards to ensure compliance with the quality audit plan.
• May answer incoming customer calls and / or email and chats as needed
• Assist with special projects and other duties as assigned.
• Amalgamates evidence from data streams (CX surveys, RCA’s, audits) and performs initial analysis to identify and prioritize quality improvement initiatives
• Contributes to monitoring inboxes and tasking/logging/performing work as relevant
• Conducts client complaint investigations for the organization, including tracking, reporting and developing recommendations for complaint resolution
• Develops and provides periodic compliance reports. The individual will also be responsible to analyze information and provide recommendations to management

Required Qualifications

International SOS Government Services, Inc. requires all prospective employees to be fully vaccinated against COVID- 19, where allowed by law.

International SOS is an equal opportunity employer and does not discriminate against employees or job applicants on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.