Quality Assurance Specialist

Highlights

• Competitive compensation and benefits packages
• Continuous professional development and learning opportunities
• Regular engagement activities and events

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QUALITY ASSURANCE SPECIALIST

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and be #DecidedlyDifferent!

ROLE OVERVIEW

We are looking for a Quality Assurance Specialist – Operations – US Healthcare to be part of our team.

• He/She is responsible for evaluating and monitoring calls/charts, aiming to achieve client satisfaction in accordance with the Quality Guidelines.

MAIN RESPONSIBILITIES

• Be accountable for collecting, coordinating, and evaluating associates' call/chart data and providing coaching, feedback, and reporting.
• Meet weekly and monthly call evaluation metrics.
• Participate in both internal site and client calibration sessions.
• Prepare and complete reports in order to meet contractual requirements.
• Support a culture of coaching to meet or exceed quality customer experience satisfaction scores.
• Facilitate team meetings/jump-start sessions as necessary to cover various topics related to handling calls and charts.
• Understand and improve the key success metrics associated with the Quality Department.
• Escalate department issues as appropriate.
• Perform other duties as assigned by management.

REQUIREMENTS

• Minimum of 3+ years of experience in Quality Assurance within a BPO or service-driven environment.
• Strong analytical abilities.
• Strong attention to detail and accuracy in data handling.
• Open to work on a shifting schedule.
  • Predominantly on a night-shift schedule:
    • 8:00 PM – 5:00 AM
    • 11:00 PM – 8:00 AM
• Must be willing to work at 8th Floor Zeta Tower Bridgetowne, C-5 Quezon City.