Quality Program Specialist

About the role

The Quality Program Specialist plays a crucial role in ensuring quality standards are met and continuously improved within Paradigm. This position supports quality assurance through various processes and collaborates with cross-functional teams to address issues and drive improvements.

Responsibilities

• Perform quality audits on processes.
• Triage issues to appropriate teams based on complexity and urgency.
• Ensure consistent and accurate documentation and process execution.
• Manage and track escalated issues, ensuring timely resolution and stakeholder communication.
• Collaborate with internal departments to resolve complex problems.
• Act as a liaison between internal teams and external stakeholders when needed.
• Conduct monthly root cause analysis of recurring issues and escalations.
• Identify patterns and trends to inform management and recommend corrective actions and preventive measures.
• Develop and maintain reports for KPIs, audit results, and process metrics.
• Present findings to management and contribute to continuous improvement.
• Maintain documentation of audit, procedures, training materials, and process workflows.
• Comply with Paradigm Information Security requirements and policies.
• Demonstrate a customer-first mindset and prioritize collaboration to meet customer needs and expectations.
• Utilize AI tools to support day-to-day tasks, improve efficiency, and enhance output quality.
• Adeptly adopt new technologies as trained and apply them in alignment with established processes and guidelines.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 2–4 years of experience in process improvement, operations analysis, or quality improvement.
• Strong analytical and problem-solving skills.
• Proficiency in MS Office, especially Excel (pivot tables, charts, formulas).
• Excellent written and verbal communication skills.
• Ability to work independently and manage multiple priorities.
• Prior experience in healthcare, workers’ compensation, or bill review operations is preferred.
• Familiarity with quality management tools (e.g., root cause analysis, PDCA, Pareto charts) is preferred.
• Preferred certifications in Six Sigma, Lean, or ASQ.

Benefits

• Health and wellness benefits, including PPO, HDHP, and HMO health insurance options with Cigna and Kaiser (CA employees only).
• Financial incentives, including competitive salaries, 401(k) matching contributions, employer-paid life and disability insurance, flexible spending and commuter accounts, and employer-matched HSA contributions.
• Vacation benefits, providing paid time off and personal holiday programs.
• Volunteer time, offering one paid day per calendar year.
• Learning and development opportunities, including the LEAP program.

Company Culture

Paradigm is committed to fostering a diverse and inclusive workplace where everyone can bring their whole self to work. We strive to build a culture that better reflects the society we live in and empowers our team to deliver the highest levels of compassion and care to those we serve. We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, or basis of disability or any other federal, state, or local protected class. As a contractor with the State of Wisconsin, Paradigm complies with Wisconsin Contract Compliance Law (16.765).