Quality Assurance Coordinator - Prompts at Jacaranda Health

• Jacaranda Health is seeking a Quality Assurance Coordinator-PROMPTS who will  provide first-line management oversight of the Helpdesk clinical quality assurance to ensure they have the  right clinical content and the right customer service practices they need to respond to mothers' questions promptly, adequately and accurately 

What You’ll Do 

• Establish and uphold clinical quality standards for the Jacaranda Health Helpdesk by conducting regular audits of helpdesk tickets, ensuring compliance with established protocols. 
• Maintain call evaluation metrics and criteria, including but not limited to: Level of service knowledge, clinical education guidelines, issue resolution ability, and the level of engagement with the clients. 
• Listen in to calls to ensure the Helpdesk standard operating procedures and scripts are followed appropriately and quality standards are met and score the general and clinical help desk agents based on the evaluation criteria. 
• Meet weekly with the Help Desk Supervisors to identify areas of improvement for the helpdesk team based on Quality Assurance scores.
• Work with the senior quality assurance coordinator to identify common themes at the team and department or unit levels and where additional support or resources are needed to improve performance. This is done by analyzing weekly data. 
• Organize monthly, and weekly coaching plans and prioritize the training based on findings from listening to calls and tickets.

What we are looking for

Minimum level of academic and professional qualification required to perform effectively in the role

• Bachelor’s degree in Clinical Medicine and Surgery, Nursing, Midwifery or other health-related field.
• PROMPTS helpdesk experience is a plus (but not mandatory)
• Minimum of 4 years relevant experience in medicine, nursing, midwifery, clinical research, medical content creation and maternal and new-born knowledge and team management
• Minimum 2 years’ experience in a quality assurance-related role in a health-focused institution/organisation