Supervisor Quality Assurance

Supervisor, Quality Assurance & Quality Improvement – Roswell, GA (Full‑time)

The Supervisor of QA and QI is responsible for maintaining unit deployment and contract management, shift accountability, coordinating daily operations, and developing and executing prescribed policies and procedures. This position conducts quality improvement case reviews, data management, feedback, continuing education development and training. It assists in resolving all clinical complaints and investigations, serving as the customer liaison, and is active in the development, coordination, and administration of continuing education and remedial training within the scope of Quality Assurance and Improvement.

• Maintains exceptional knowledge of specified service contracts.
• Effectively communicates with and motivates employees.
• Serves as a departmental resource and deals effectively with operational difficulties within the communications center, resolving departmental issues and providing adequate follow‑up.
• Effectively deals with departmental conflicts and provides adequate follow‑up.
• Maintains departmental records and reports as assigned.
• Manages and maintains GMR’s system status plan and assures departmental compliance.
• Promotes high level of morale among department employees.
• Develops skills and talents of all personnel and ensures equal employment opportunities for all employees.
• Participates in quality improvement activities; assists in maintaining compliance with all established customer service standards.
• Facilitates communications/field problem resolution.
• Participates in filling vacancies for sickness, vacation, and other time off.
• Prepares written reports and summaries as requested.
• Supports and upholds established corporation and departmental policies, procedures, objectives, quality improvement, and safety standards.
• Maintains performance levels consistent with departmental standards.
• Maintains a calm, non‑emotional and professional atmosphere in the communications center at all times.
• Maintains competency and enhances professional growth and development through continuing education, conferences, and seminars.
• Maintains positive behaviors, approaches, attitude, and commitment to interpersonal service toward customers, visitors, and coworkers.
• Attends scheduled department meetings and training sessions.
• Develops, monitors, and implements emergent and non‑emergent triage processes.
• Provides ongoing oversight and development of all Quality Assurance/Improvement processes.
• Ensures customer service levels are met through call review and customer relation meetings as the customer quality assurance liaison.
• Monitors staff performance and triage flows for customers.
• Functions as a System Status Controller when necessary.
• Formulates improvement plans in response to customer variances within the triage processes.
• Reviews clinical campaigns for appropriate disposition assignments.
• Serves on subcommittees such as the Medical Dispatch Review Committee and AMPDS Steering Committee, and participates in NAEMD activities if requested.
• Reviews trade literature for pertinent information and new technology to keep the call center current with the industry.
• Develops, administers, and implements Quality Assurance/Improvement projects, goals, and objectives for the communications department.
• Understands and maintains equipment located in the communications center to ensure operational efficiency.
• Troubleshoots communications center equipment and reports failures to the information technology department.
• Adheres to all company policies and procedures.
• Performs other duties as assigned.

Experience

• 1-year related experience preferred.
• 6 months with current operations.

Education

• High School Diploma or equivalent.

Skills

• Strong personnel management and staff development skills.
• System Status Management experience.
• Excellent time management and organizational skills.
• Ability to perform in a high‑stress environment.
• Ability to concentrate on fine detail with constant interruption.
• Ability to interact effectively with internal and external customers.
• Effective oral, written, and interpersonal communication skills.