Mitchell International, Inc.

  • Quality Assurance Manager

    Job Location US-CA-San Diego
    Job ID
    18-8740
    Type
    Regular Hire
  • Company Overview

     

    Mitchell International, Inc. is a leading provider of information and workflow solutions to the Property & Casualty Claims Industry and their supply chain partners. We solve interesting and complex problems that directly affect the customers our clients serve. We are constantly adapting to stay on the forefront of emerging technologies and we work diligently to maintain our position as a thought leader within our industry.

     

    Mitchell's Technology Enabled Services program offers a variety of solutions for insurance carriers, third-party administrators and employers. We recommend an integrated suite of solutions that include utilization review and case management with a focus on managing total claims costs.

     

    Job Description

    Mitchell’s TES Quality Assurance Manager is responsible for strategic, tactical, and operational quality auditing. The Quality Assurance Manager will work closely with business unit leaders, managers, vendor partners and production teams to define and implement strategies to guarantee the quality of our software and operations. This individual will set up best-in-class operations while leading and managing a team of highly-motivated QA Analysts that will guarantee results and operate in weekly delivery cycles. This person is accountable for client confidence, production accuracy, and the relationship between the QA organization, vendor partners, and technology partners. This role typically involves extensive interaction with Workforce Management, Implementation Services, Customer Service, TES Clients, and Service Operations teams, as well as Service Operations vendor partners. Additional duties include:

     

    DUTIES AND RESPONSIBILITIES

    • Own the Quality Audit delivery program, including all functions related to quality auditing and quality control
    • Understand service level agreements and reporting requirements that demonstrate achieving specific quality standard.
    • Provide thought leadership that leads to quality process improvements
    • Define best practices for the development, documentation, execution, and maintenance of clear, concise test cases, plans, and procedures
    • Leads and supports process improvement activities
    • Provides training and guidance on the requirements of the quality assurance program and quality requirements.
    • Actively participates in retrospective(s) with peer group to foster a culture of continuous improvement
    • Lead Corrective Action projects, After Action reviews, Root Cause Analysis projects
    • Contributes to the development of technical standards and procedures at the division level.
    • Work with business unit managers and senior leaders to influence systems design and development, to properly account for production needs.
    • Manager KPIs for production teams and report on these KPIs to internal and external business partners.
    • Define and track quality metrics
    • Mentor/train team members

     

    The ideal candidate will need to show:

    • Advanced analytical skills
    • Problem-solving and strategic planning ability
    • The ability to work as part of a team
    • Commercial awareness and understanding of business environments and various business models
    • Interpersonal and communication (both oral and written) skills
    • Creativity and innovation
    • Self-motivation
    • Flexibility
    • The ability to manage through with pressure and challenges
    • Intellectual curiosity
    • Thirst for knowledge and accomplishment

    Qualifications

    Qualifications:

    • 3-5 years of related experience
    • Intermediate expertise in Microsoft Office products including Salesforce and Sharepoint, Microsoft Excel and statistics.
    • Access, VBA, and Tableau experience a plus
    • Excellent communication skills
    • Strong organizational skills
    • Good interpersonal and teamwork skills
    • Medical Claims processing is a plus
    • Experience working in a fast-paced environment
    • Bachelor’s degree in Economics, Finance, Business Administration, Management, or related field; MBA preferred.
    • Excellent critical and strategic thinking skills.
    • Excellent verbal and written communication skills with the ability to present and explain complex information clearly.

     

    Mitchell International, an equal opportunity employer, values the diversity of our workforce and the knowledge of our people.  Mitchell will not discriminate against an applicant or employee on the basis of race, color, religion, national origin, ancestry, sex/gender, age, physical or mental disability, military or veteran status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other characteristic protected by applicable federal, state or local law.

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