Quality Assurance and Experience Manager

Dr. Costi House of Beauty Clinic is seeking a dedicated and results-driven Quality Assurance & Experience Manager to join our team. As the Quality Assurance & Experience Manager, your primary objective will be to uphold and enhance a superior standard of customer service, ensuring an outstanding and memorable patient experience throughout their journey with our clinic. You will take ownership of the full end-to-end Patient Experience and Patient Journey, encompassing pre-visit, in-clinic, and post-visit touchpoints. Your ultimate goal is to ensure that our patients consistently receive excellent service and that the quality of our offerings adheres to pre-set guidelines, processes, and protocols. Through various surveys, checklists, and our mystery visit program, you will continuously measure and assess the Customer Experience to identify areas of improvement. Additionally, you will focus on optimizing and enhancing the patient experience within our clinic by developing new features and automations that exceed our patients' expectations. Your efforts will also contribute to engagement and retention strategies, fostering a positive, long-term customer lifecycle.

Responsibilities

1. Quality Control Policies & Procedures: Developing and implementing comprehensive standards, guidelines, and processes to ensure consistent quality throughout all operations and services at Dr. House of Beauty.
   
2. Monitoring Key Metrics: Tracking and analyzing critical quality metrics, such as defect rates, customer complaints, and product/service performance indicators, to identify areas for improvement and take corrective actions to enhance overall quality.
   
3. Thorough Inspections & Audits: Regularly inspecting and auditing all aspects of the organization to ensure compliance with established quality standards, reviewing production records, test results, and relevant documentation.
   
4. Implementing Training Programs: Developing and delivering training programs to ensure all employees understand and adhere to the required quality standards, promoting a culture of quality throughout the organization.
   
5. Leading Issue Investigations: Taking charge of investigating the root causes of quality issues, analyzing the findings, and collaboratively implementing corrective and preventive actions across different teams.
   
6. Staying Informed about Industry: Keeping abreast of industry trends, emerging technologies, and regulatory changes, and updating quality control processes accordingly to maintain compliance and stay ahead of developments.
   
7. Superior Customer Service: Ensuring that all interactions with customers/patients consistently meet the highest standards of customer service, providing them with a positive and satisfying experience throughout their entire journey with Dr. House of Beauty.
   
8. Outstanding Patient Experience: Making sure that patients have an exceptional and memorable experience throughout their entire journey with Dr. House of Beauty.
   
9. Overseeing Patient Journey: Managing and supervising all touchpoints of the patient journey, including pre-visit, in-clinic, and post-visit interactions, to ensure a seamless and positive experience.
   
10. Maintaining Service Quality: Ensuring that all services provided adhere to pre-set guidelines, processes, and protocols, maintaining a consistent level of quality throughout all aspects of the organization.
    
11. Measuring Customer Experience: Taking charge of measuring customer experience through various methods like surveys, checklists, and the mystery visit program to gather valuable feedback for improvement.
    
12. Optimizing App Experience: Continuously improving the user experience within the app by developing new features and automations that exceed customer expectations, making the app more user-friendly and efficient in collaboration with the App Development Team.
    
13. Engaging & Retaining Customers: Devising and implementing effective strategies to engage and retain customers for a positive and long-lasting customer relationship.
    
14. Creating & Implementing QA Strategy: Developing a comprehensive Quality Assurance & Experience strategy and Auditing Framework, and ensuring its successful implementation across the organization.
    
15. Documenting Clinic Interactions: Creating detailed documentation of all processes, protocols, and workflows for all clinic interactions across the full Patient Journey, ensuring consistency and adherence to standards.
    
16. Managing Front-line Employees: Observing and managing interactions with front-line in-clinic employees, such as Hostesses and Cashiers, to ensure excellent customer service and identifying areas for training and development.
    
17. Developing Training & Development: Creating a comprehensive Training & Development plan based on all processes and protocols for the entire Dr. House of Beauty staff, ensuring ongoing growth and improvement.
    
18. Providing Performance Insights: Offering clear insights into performance drivers and the levers impacting performance, sharing regular performance reports with the leadership team to make informed decisions.
    

Requirements

Education & Experience

●       A bachelor's degree in fields such as Business Administration, Quality Management, Customer Experience Management, Healthcare Management, Hospitality Management, Marketing with a focus on customer experience is required.

●       Minimum 4 years of experience in a Quality Assurance role, with at least 2 years in a managerial/leadership position within the same field.

●       Experience in “Customer Experience” is a Plus.

Competencies & Skills

●       Quality Management: Establishing and maintaining quality standards for products and services.

●       Customer Experience Management: Enhancing the end-to-end customer journey.

●       Leadership: Inspiring and guiding cross-functional teams.

●       Communication: Conveying quality objectives effectively.

●       Analytical Skills: Analyzing data and customer feedback.

●       Problem-Solving: Resolving quality issues with creative solutions.

●       Project Management: Planning and executing quality improvement projects.

●       Interpersonal Skills: Building positive relationships with stakeholders.

●       Change Management: Navigating organizational transitions during improvements.

●       Attention to Detail: Maintaining high-quality standards.

●       Data-Driven Decision Making: Making informed choices based on data analysis.

●       Vendor Management: Ensuring quality from suppliers and vendors.

●       Training and Development: Educating employees on quality practices.

●       Technology Proficiency: Using relevant tools for quality management.

●       Regulatory Compliance: Adhering to industry-specific regulations.

●       Strategic Thinking: Aligning objectives with business goals.

●       Continuous Improvement Mindset: Seeking ongoing opportunities for enhancement.

●       Negotiation Skills: Collaborating to resolve quality issues.

●       Conflict Resolution: Addressing conflicts constructively.

●       Ethical Conduct: Upholding ethical principles in all actions.