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Quality and Performance Improvement Specialist

Please Note: The application deadline for this job has now passed.

Job Introduction

The Quality and Performance Improvement Specialist will drive the science of quality engineering and improvement into the business via the application of methods and tools such as statistical process control, process and performance capability assessment, determination of sampling standards and plans, origination of metrics and reports and identification and leadership of efforts/initiatives/projects to reduce waste and inefficiency.

He/she will also exercise judgement in the design, build and maintenance of those metrics, reports and other such instruments required by Management (to the Executive Level) to assess performance and take decisions that drive results.

Role Responsibility

The Quality and Performance Improvement Specialist will be responsible for the following:

  • Establish quality sampling criteria, checklists and sizing via statistical analysis and a thorough understanding and interpretation of our products, product requirements, customer requirements and regulations for use by the Quality Control Team
  • Identify, assess cost of and categorize the root-cause and sources of waste, poor performance and poor quality via in-depth analysis of quality, product and process specification documentation; data from multiple source systems; business trends; and, interaction with Management
  • Evaluate and illustrate customer satisfaction, quality, performance and process outcomes via data mining, extraction, translation and interpretations from data across multiple source systems and business processes for the Head of Quality assurance and respective Department Heads and Senior Management
  • Generate actionable recommendations to resolve quality and performance deficiencies and waste
  • Assess feasibility and business value/return of efforts/initiatives/projects
  • Exercise judgement and discretion in the prioritization and selection of efforts/initiatives/projects to address poor quality and performance
  • Lead cross-functional improvements to act upon improvements and changes
  • Translate analysis into tangible and easy-to-use information; tailored to audience (up to Executive Leadership)
  • Design and install process controls into the business process to allow the business to measure performance and ensure compliance
  • Develop and maintain metrics, reports and other such instruments for use in assessing quality of service, performance and adherence to external and internal service level agreements (SLAs)
  • Align reports, metrics and other such indicators to business process and quality specifications; ensuring BGLA meets the needs of the customer, regulator and internal business
  • Benchmark performance, research best practice, establish quality and performance targets and forecast outcomes 
  • Create and maintain stored procedures to create data-set views required by the business, speed report generation and align to the business demands
  • Design, develop and implement analytical models using appropriate data mining and statistical tools
  • Assess data accuracy, in the performance of duties, and lead resolution of such occurrence with IT
  • Provide the Senior Management with timely and accurate information, upon which to make decisions (both strategic and tactical) with financial and reputational impact to the company
  • Interpret, create final recommendations and present the results to key stakeholders
  • Manage relationships with all levels, including but not limited to Senior Management, to ensure they are satisfied with content, quality of outputs and timeliness
  • Build and maintain the reporting library and associated documentation
  • Proactively plan, maintain and report progress against delivery timelines
  • Lead project workstreams, as needed
  • Support more junior members of the team with analytical, development and quality improvement thought-leadership
  • Perform other duties as assigned by the Head of Quality Assurance or line manager

The Ideal Candidate

  • Bachelor’s Degree with concentration/major in Computer Science, Engineering, Information Sciences or Statistics (required)
  • Demonstrated mastery of SharePoint, Power BI, SSRS and SQL Databases (required)
  • 2+ years of experience in an analytical role (required)
  • 2+ years of experience with SQL programming (required)
  • Must be self-motivated with the ability to work alone or with limited supervision
  • Operate in a complex environment with limited documentation
  • Ability to organize and present information
  • Excellent skills in organization, prioritizing and managing time
  • Excellent analytical skills and attention to detail
  • Experience in health care, health insurance or financial services (preferred)
  • Demonstrated mastery in the Microsoft Office Suite, specifically with Excel and Access

About the Company

Bupa Global is an Equal Opportunity Employer

Bupa is an equal opportunity employer and in compliance with the law prohibits discrimination against applicants and employees based on the following characteristics: veteran status, uniformed service member status, sex, race, color, ancestry, national origin, religion, age, marital status, sexual orientation, pregnancy, childbirth and related conditions, familial status, citizenship, sickle cell trait, AIDS/HIV status (actual or perceived), genetic information, testing or characteristics or any other legally recognized status entitled to protection under federal, state, and local anti-discrimination laws. Bupa’s Equal Employment Opportunity Policy applies to all applicants and employees with respect to all terms and conditions of employment, including recruitment, hiring, training, compensation, transfer, layoff recall, benefits, promotion and separation.

Bupa

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