QUALITY OFFICER

Qualifications & Competencies

Diploma/ Degree in management with modules in Quality management.

Other Key Requirements:

- Cope with stress and pressure at work

- Taking Ownership and Responsibility

- Must be organized, structured and analytical

- Demonstrate Leadership and management skills- Interpersonal skills, fluency in English & French

Roles and Responsibilities

- Manage complaints and incidents redress cases in accordance with applicable policies, procedures and protocols.

- Provide advice and training on the investigation of incidents and complaints, taking the lead on complex cases.

- To foster and maintain professional and effective relationships with all staff working within the hospital, patients and their families and external contacts, at all levels, both personally and as a team member, to ensure the discharge of all responsibilities and objectives pertinent to complaints and incidents.

- To contribute to the setting of prioritization principles for complaint and incident management, highlighting to the senior managers and the need, as and when necessary for priorities to be re-assessed/re-assigned.

- To use quality monitors for performance improvement for customer satisfaction.

- Ensure root cause analysis are completed for all complaints and sentinel events according to CQI grading.

- Other duties as per the job description

Experience

3 years working experience in a Quality department or similar areas.