Quality Assurance Controller
Child Early Intervention Medical Center
مجموع سنوات الخبرة :12 years, 10 أشهر
• Managing a team of 9 team members which includes Client Service Coordinators, helpdesk, marketing coordinator and housekeeping staff
• Provides general administrative support to the Managing Director and General Manager/ COO of the center
• Preparing various reports for the center on weekly, monthly and yearly basis
• Assists management with the coordination of the day to day oversight of the different office operations departments, and ensures that these departments are operating according to standards, policies and procedures relating to health and safety and quality management
• Coordinates with administrative personnel in all administrative assignments to include the Client Services Department, Scheduling Department, Housekeeping, Health and Safety, Marketing/PR communications, and Maintenance and Inventory of Therapy Rooms
• Coordinates and assists in the development of standard operating procedures for all staff, prepares and/or maintains computer programs for the compiling and statistical analysis of quality assurance data; writes and updates the Centers’ QA/QC manual
• Conducts all QA system audits of QA performance as directed by the General Manager/ Chief Operating Office
• Monitors and maintains the Center’s QA system; develops, maintains, and reviews quality control charts
• Assists management in solidifying and strengthening the CEIMC brand image to the public
• Assists with the drafting, editing and review of all administrative documents and communications for CEIMC and CLEMC
• Routinely revises administrative and client forms and documentation to determine the updates and assess the flow of the organization
• Assists in drafting new policies and procedures and reviews existing organizational policies to update as necessary
• Ensures communication of policies and procedures with clients
• Ensures that customer complaints are tracked for all departments and provides a presentation and quarterly report of the functioning of all clinical departments
• Takes ownership and responsibility for successful handling and resolution of established client’s complaints
• Conducts client satisfaction surveys and prepares relevant feedback via reports presenting the results
• Conducts, follows up, and ensures that client exit interviews are received, analyzed, and documented quarterly
• Communicates professionally and liaises verbally and in writing between clients, consultants, visitors, service providers, enquirers, and relevant staff, as needed
• In addition to my current role I am even the Head of Emergency Response Team/ Health & Safety Officer and Housekeeping in-charge
• Assists with managing, organizing, and participating in all educational and training workshops organized by CEIMC
• Participates in and coordinates all aspects of the Clinic’s functions which include but are not limited to the following activities:
A. Evaluation and monitoring of performance measures of customer related activities
B. Evaluation and monitoring of performance measures of administrative and operational activities
C. Self-assessments including but not limited to: a. Infection control audits b. Medical record audits c. HSE inspections
D. Risk management a. Risk assessment b. Incident reporting
E. Patient satisfaction surveys
F. Patient and visitor complaints
G. Reports from accrediting and certifying organizations (CPQ)
Managing a team of 25 agents who handle Facilities Management & Home Maintenance (Mplus) calls for Emrill which is the leading integrated Facilities Management company in UAE
Metrics Management & defining SLA/KPI for the desk
Successfully managing more than 10 different contracts in CSC and extending call center support to Emrill Utilities
Second level of escalation in the event of any dissatisfied customer
Working on cost benefit analysis and enhancing P&L account by managing the CSC budget
Implement and coordinate the introduction of standard procedures, protocols and systems of work to existing & new contracts
Developing process flows for new contracts to ensure smooth transition of the calls
Forecast call volumes & accordingly manage roster & scheduling of the staff for the call center
Monitoring random calls to improve call quality, minimize errors and track operative performance through CISCO phone system
Motivating the team to upsell Mplus Home Maintenance packages to the customers
Regularly meeting with Sales Manager to devise sales strategy in order to enhance Mplus business
Visiting key customers with Sales Manager - illustrating Mplus packages benefits, systems used to log request & creating ‘Platinum’ accounts for them.
Preparing & validating monthly sales incentive for agents, Sales Manager & site operatives
Maintaining & circulating various process reports with the Senior Management on daily, weekly & monthly basis.
Attending weekly & monthly meetings with operations; discussing any operational issues & proposing solutions.
Presenting CSC stats in the monthly Contract Review Meeting (CRM)
People management & formulate, implement, track career path & individual plans of each member in the team.
Regular 1to 1s with Sales Manager, Supervisor, Team Leaders & Team Members
Conducting TNA (Training Need Analysis) for the team & arranging for the relevant training session
Conduct bi-annual Customer Satisfaction Survey & reporting the result to the management team
Regular monitoring of Mplus User Voice & Portal Feedback - wherein customers can voice any complaint - Ensuring that each complaint is met with satisfied resolution
Conducting monthly Team Talks & keeping the team abreast with all the new developments that the company is making
Attending internal & external ISO audits and ensuring successful clearance. Successfully completed PCI compliance for the process
Driving process training among site coordinators on CE & Portals; thereby assessing that they are able to carry out the transactions seamlessly.
Regularly monitoring Portal & Concept Evolution (CE) for any unchecked job requests
Successfully completed Futures Network leadership program to enhance personal capabilities & thereby bringing in company growth
Currently member of CMI (Chartered Management Institute UK)
Currently working on implementing ISO 10002 for Mplus