• Acts as an advocate and subject matter expert guiding the business as a quality champion • Consults cross-functionally with other departments to influence and promote change • Performs regular quality audits for service operations for multiple products and platforms • Executes both routine and non-routine business support tasks for the Sr Quality Specialist area • Conducts standard quality reviews and audits to proactively measure compliance • Owns responsibility for supporting targeted quality audit projects

• Provide operational, administrative, and process support to the Audit and Inspection Management team. • Collaborate with cross-functional and external stakeholders to facilitate audit planning. • Maintain audit-related records and documentation, and assist in ensuring timely progression and closure of audit deliverables. • Support the management and progression of audit and inspection observation and CAPA records within the applicable quality management system. • Lead coordination of recurring team meetings and prepare meeting agendas and supporting materials. • Maintain and organize team SharePoint sites, document repositories, folders, tools, templates, and reference materials.

• Serve as Vaya’s RHTP QAPI point of contact and manage & coordinate the development and implementation of internal QAPI activities and implementation of QAPI initiatives. • Manage and coordinate the development and implementation of internal Quality Assurance Performance Improvement (QAPI) activities and implementation of Hub and/or governing board QAPI initiatives. • Develop, implement, and evaluate QAPI processes and procedures to monitor and ensure the quality and timeliness of contracted Hub functions. • Develop and implement stakeholder feedback tools. Gather reports from responsible individuals and other key staff; facilitate QI activities; and compile regular reporting for bi-directional flow of information among the Hub and governance body. • Conduct regular review and analysis of quality and performance measures, surveys and assessments, incidents, and other data sources to identify quality and performance deficits. • Design and implement Performance Improvement Projects (PIPs) and other QAPI processes to identify and address quality and performance issues. • Provide support for the Hub to identify, aggregate, and report barriers to the governance body. • Develop and strengthen processes to ensure compliance with and timeliness for required reporting, assessments and surveys, and other data submissions, and other required data submissions and reporting tools. • Provide support as needed for Hub team members to develop and implement data collection tools and procedures to ensure all program requirements are met to support tracking, monitoring, reporting, and to evaluate and ensure the quality of Hub services and functions. • Assist and support ongoing and ad hoc QAPI responsibilities of the Quality Management department.

• Lead and organize training for all Quality Specialists on audit processes, procedures, and tools. • Conduct complex audits and verifying quality standards for selected inquiries and make decisions whether discrepant information meets BCBSA and FEP audit requirements, state, and federal mandates. • Provide second-level support on escalated issues and audit findings. • Collaborate with team members, OCLD, and management to identify training gaps and business needs and implement actions while partnering to address these issues. • Review, evaluate, and provide feedback on trainees’ audits and learning processes. • Act as a consultant with external departments to help resolve high-impact business issues by recommending action plans related to quality assurance. • Assist the Data Reporting Analyst in collecting data and providing analyses for various issues across the department and other functional areas. • Foster a training and auditing culture that values diversity of thought, leveraging team member strengths to achieve team goals. • Assist with external audits and lead special projects. • Perform other duties as assigned.