Quality Assurance Coordinator

7 months ago

Winnipeg, Canada Manitoba Blue Cross Full time

About Manitoba Blue Cross
We’re a Manitoba-based, not-for-profit, health benefits provider with a vision to be the trusted and essential health and wellness partner for all Manitobans. Every dollar made is reinvested in our infrastructure, our people, and our province with the goal of providing better care for our members, expanding our community impact and broadening our health care knowledge.
Why work for us?
Manitoba Blue Cross, is a Manitoba Top Employer. We are empowered to give back to the community, and we know that caring needs to start in our workplace with our own Manitoba Blue Cross team. We actively foster a culture that focuses on your satisfaction, development, diversity, and growth.
Culture of Caring
We strive to succeed at reaching our organizational goals, but we always make time to celebrate our successes. Having fun as a group and rewarding our employees for their accomplishments is an essential part of our workplace culture.
We want our workforce to reflect the diverse community we serve, and we're committed to creating a fair and respectful workplace. We offer a work environment that promotes a healthy work-life balance and support to advance your career that includes:

- Competitive starting salary.
- A comprehensive health benefit package.
- Hybrid work environment, flexible work schedules.
- Fully equipped onsite fitness center.
- Casual dress code to promote diversity and inclusivity.
- Personal and professional development.

Are you a driven, dedicated, and enthusiastic individual who wants to work in a friendly and rewarding environment? If so, we are looking for someone like you The following position is open to anyone residing in Winnipeg and surrounding areas with valid work authorization.
DUTIES AND RESPONSIBILITIES
- Support Experience Division (Business Solutions, Case Management, Client Services, Employee Assistance Program, Marketing & Communications, and Member Services) Leaders in developing and reviewing departmental best practices and Key Performance Indicators (KPIs).
- Develop and implement standard measures for Experience Division processes and Client / Member experiences.
- Develop and maintain Client / Member Experience Dashboard.
- Monitor Experience Division KPIs and support departmental Leaders in investigating measurements found to deviate from established standards.
- Audit processes and stakeholder experiences to ensure internal quality standards are adhered to.
- Develop and maintain audit templates.
- Establish audit sample sizes.
- Complete audits and submit findings to departmental Leaders and VP & Chief Experience Officer.
- Analyze client, member and other stakeholder feedback for trends and continuous improvement.
- Analyze client, member and other stakeholder grievances and other non-compliance issues and make recommendations based on the findings.
- Investigate quality issues to identify root causes and communicate issues to relevant internal stakeholders.
- Support and assist experience division departments on quality procedures, protocols, and documentation including standard operating procedures, training documentation and change management.
- Assist Business Solutions teams in supporting departmental managers in defining and improving processes through journey mapping exercises.
- Support internal control functions, identifying process inefficiencies and working with applicable areas to develop solutions.
- Participate in corporate and departmental projects and initiatives.
- Maintain Quality Assurance documentation.
- As approved by Manager, Business Solutions, initiate such personal and professional development, as may be required, to remain effective in this position.
- Perform other related duties as assigned.

SKILLS AND QUALIFICATIONS
- Dedicated to the principles of exceptional service; committed to responding to, anticipating and addressing customer needs, for both internal and external customers.
- Bachelor’s degree or certificate in business, administration, computer science, organizational change, quality assurance, quality control, or related discipline. A relevant combination of education and experience may be considered.
- 1-3 years’ experience in quality assurance and quality control considered an asset.
- Exceptional analytical and critical/logical thinking skills with keen attention to detail.
- Strong verbal and written communication skills with a demonstrated passion for working with people.
- Excellent organizational skills and the proven ability to manage and prioritize multiple key activities within varied and dynamic timelines on an ongoing basis.
- Ability to propose and execute quality assurance strategies.

Ready to Apply? We are excited to meet you
We thank all applicants for their interest; however only those being considered will be contacted.
Manitoba Blue Cross is committed to the principles of diversity, equity & inclusion and to promoting opportunities in hiring for everyone. We want our workforce to refl

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