Specialist: Client Operations Quality Management at AfroCentric Group

Job description

About the Role

We are looking for a Specialist: Client Operations Quality Management who will ensure the operational functioning of the business unit is optimal and compliant through the maintenance of the Quality Management System (QMS), continuous review and maintenance of work procedures/instructions, document management and ISO accreditation support, regular inspections and training of staff.

Who we are looking for:

Type of person

The candidate must be able to develop others, be assertive, be able to drive influence, have a sense of urgency, must be able to deliver results and must be able to effectively lead others.

Experience:

• 3-4 years medical scheme administration, business process and document management, and quality management experience.
• Proven experience in Call Centre workforce planning and scheduling, using IMPACT 360.
• Understanding of the Quality Management System(ISO)
• Management and maintenance of the QMS document library and Microsoft SharePoint Portal

Qualifications:

Matric; business qualification advantageous

What you will do:

• Continuous improvement:
• Define, align with compliance requirements, receive sign-off and ensure effective implementation in the organization of all standard operating procedures -Ensure departmental compliance with and implementation of standard operating procedures through training, coaching and other appropriate interventions -Complete accurate reports as required, to standard and by the required deadlines -Monitor and evaluate all areas of compliance and quality and address any areas of potential or existing concern through appropriate actions -Address and/or resolve issues identified in audits and support business unit to achieve clean audit reports
• Implement practical solutions that use the specialist and departmental systems and processes
• Provide specialist input and recommendations to improve the efficiency, compliance and quality objectives related to the area of specialisation
• Identify problems and develop and propose solutions to present to appropriate leader or stakeholders
• Ensure day to day operational support required from area of specialisation is provided to enhance performance
• Cost containment:
• Support the identification, development and implementation of cost-effective processes to increase efficiency and reduce cost drivers related to area of specialisation
• Continuously review cost / benefit and Return on Investment within area of specialisation
• Drive customer-centricity:
• Maintain a high level of impact on other departments to support improved delivery
• Continually increase understanding of client and stakeholder needs, satisfaction and service delivery
• Knowledge management:
• Ensure that all business unit documentation is up to date, current, complete and compliant -Ensure the SharePoint portal and any other organizational or business unit information websites are accurate, usable, current, complete and compliant
• Ensure that adequate knowledge regarding specialisation is shared as required and maintained within the research library
• Provide advice and / or training as required
• Maintain, develop and implement specialist knowledge within the day to day operations of the organization
• Maintain expertise level:
• be a member of related professional bodies
• Ensure CPD (continual professional development) or similar accreditation requirements are met annually to ensure maintained specialist accreditation
• Network key relationships:
• Engage with and provide support to the established network of internal and external expert resources and partners
• Specialist support to projects:
• Achieve defined project outputs to standard and within defined deadlines -Provide business unit support to all audits conducted
• Provide Specialist expertise and ensure best practice related to specialisation is implemented in projects, when required
• Conform to project management disciplines when participating in projects
• Represent department or project on appropriate committees related to area of specialisation

Closing date for applications: Tuesday 18 July 2017.