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)
• 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
Technical skills
• 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)