Quality Assurance Specialist

3 days ago

New Cairo, Cairo, Egypt Nouvel Âge Aesthetic Clinics Full time

The Quality Assurance Officer is responsible for monitoring, evaluating, and improving service quality across all clinic operations to ensure compliance with company standards, policies, and regulatory requirements. The role focuses on enhancing patient experience, operational efficiency, and service consistency across all branches.

Key ResponsibilitiesQuality Monitoring & Audits

  • Conduct regular quality audits for clinics, call center, front desk, and customer service teams.
  • Monitor adherence to SOPs, service standards, and operational policies.
  • Evaluate patient journey from booking to post-visit follow-up.

Performance Evaluation

  • Assess staff performance based on quality KPIs and service standards.
  • Review recorded calls, patient interactions, and service delivery processes.
  • Prepare detailed evaluation reports with findings and improvement recommendations.

Process Improvement

  • Identify gaps, risks, and areas of improvement in service quality.
  • Work closely with operations, HR, and training teams to implement corrective actions.
  • Participate in developing and updating SOPs, quality manuals, and guidelines.

Patient Experience & Compliance

  • Monitor patient satisfaction, complaints, and feedback.
  • Ensure compliance with healthcare regulations, safety standards, and internal policies.
  • Support clinics in maintaining accreditation and quality benchmarks.

Reporting & Documentation

  • Prepare weekly and monthly quality reports for management.
  • Track quality KPIs and improvement plans across branches.
  • Maintain proper documentation for audits and quality reviews.

Key Performance Indicators (KPIs)

  • Quality audit scores
  • Compliance rate with SOPs
  • Patient satisfaction score (CSAT)
  • Reduction in complaints and service errors
  • Improvement implementation rate

Job RequirementsEducation

  • Bachelor's degree in Business Administration, Healthcare Management, Quality Management, or related field

Experience

  • 2–4 years of experience in Quality Assurance, preferably in healthcare, clinics, call centers, or service industries

Skills & Competencies

  • Strong analytical and reporting skills
  • Excellent attention to detail
  • Knowledge of quality standards and service excellence
  • Strong communication and presentation skills
  • Ability to work across multiple branches
  • Proficient in MS Excel, PowerPoint, and reporting tools

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