QA Analyst
B1 - Cebu City
• Evaluate Quality of work and Coach a team and oversight to maintain quality level and take remdiate
• Monitor random transactions/cases to improve quality, minimizing errors and track operative performance
• Team mentoring & coaching individual associates who may fall below desired performance
• Monitoring and ensure to meet quality targets (daily/weekly and monthly)
• Maintain a strong knowledge of products and services for customers that we are servicing
• Continuously contribute towards process improvement
• Report out Quality performance via the Quality reports and trackers (daily/weekly/monthly)
• Coach and counsel agent wherever needed
• Engages in Calibrations(internal & external)
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• Identify process pain points, run root cause analysis and recommend process improvement
• Act as a SME if required (Floor support)
• Ability to investigate and take action on unresolved cases.
• Good Knowledge of Contact Center, RCM process.
- 2-4 years of overall Experience in US healthcare operations
- 1 years exp in quality operations
- Good communication skills -Grammar, Punctuation and Spellings (R, W, S)
- Able to accept ownership for effectively solving customer (patient) issues, complaints and inquiries, keeping customer satisfaction at the core.
- Good speaking skills over the telephone, Voice skills
- Good writing and comprehension skills
- Excellent interpersonal and customer service skills
- Ability to explain technical issues to technical and nontechnical employees and customers
- Proficient with or the ability to quickly learn an array of process and product changes
• Basic of MS office tools, outlook, internet
• Basic working knowledge on computer
Behavioral Skills:
• Highly self-motivated to deliver superior customer experience
• High energy level and personal resilience
• Integrity and desire to comply with all legal and moral standards
• Service and quality oriented as well as customer focused
Customer Service(Product&Service)