Role

• Author Quality Control Plan (QCP) for the engagement in accordance with Natera’s framework

• Define potential quality metrics, collect metrics to prepare quality reports and identify trends and training needs for Pre-test Estimates (PTE) associates and ensure domain/developmental training needs are met

• Contribute to updating Natera’s Standard Operating Procedures (SOPs) / training content as required

• Train, coach and mentor to contribute to specialized call handling knowledge to drive individual and overall quality performance of the engagement

• Design and review the quality evaluation form

• Facilitate internal and external calibration sessions if required

• Analyze quality related data points to recommend changes in process

• Maintain database of quality related defects / escalations identified internally and externally

• Responsible for best practice sharing within the team

• Assist with Queue/ team management activities (if required)

• Provide support to team as Subject Matter Expert (SME)

• Responsible for all training related activities of all projects assigned.