• Conduct a minimum of 8 quality reviews per associate per month. Monitor processes including call handing to ensure program KPIs and established quality guidelines are met. • Auditing case records to ensure proper charting and interactions are documented appropriately against the established quality guidelines. • Prepare quality score reports by associate, team and/or program for management review on a weekly and monthly basis. • Identify service trends and collaborate with management to ensure and promote adherence to Patient Solutions and support guidelines within assigned areas. • SME for all aspects of the program(s) to determine areas of concern as well as opportunities to streamline processes and eliminate errors. • Upon notification of program enhancements, assist with developing associate training materials and participate in training sessions ensuring associates understand how the program enhancement will impact the quality review/score. • Monitoring program AE’s and present findings to management for immediate review and reconciliation. • Providing support to program team on periodic department audits. • Additional responsibilities as needed based on department, program, and project requirements.