Accesshealthcare is looking for _
Experienced QA Specialist_to be part of our
Pioneering team!Job Description:
As a Quality Assurance Specialist, you will play a crucial role in maintaining the highest standards of service delivery. You will be responsible for monitoring and evaluating customer interactions to ensure compliance with company policies and procedures, as well as identifying areas for improvement in agent performance.
- Listen to recorded and live customer interactions to assess agent performance, adherence to scripts, and compliance with company guidelines.
Conduct thorough evaluations of calls, chats, and emails based on predefined criteria to measure service quality and identify areas for improvement.- Provide constructive feedback and coaching to agents based on evaluation results to enhance their skills and performance.
Generate regular reports on quality metrics, trends, and performance indicators to management, highlighting areas of excellence and opportunities for improvement.
- Collaborate with training teams to develop and deliver training materials and modules based on identified needs and trends.
Identify process gaps, inefficiencies, and areas for enhancement in customer service operations, and propose solutions to streamline workflows and enhance overall service quality.- Ensure that agents adhere to regulatory requirements, company policies, and industry standards in all customer interactions.
Participate in quality improvement initiatives, calibration sessions, and team meetings to foster a culture of continuous improvement and excellence
Qualifications:
- At least 1 year 2 years experience in Healthcare BPO as a Quality Analyst
Must have Patient Scheduling/Appointment Setting experience- Preferably handled Patient scheduling account focuses on oncology/cancer patient
Knowledge of Healthcare terminology will be considered a plus.
- Must be amenable to work fully onsite at McKinley, Taguig.
Job Type: Full-time
Pay: Php28,
- 00 - Php35,000.00 per month
Benefits: - Health insurance
Paid training
Schedule: Night shift
Supplemental pay types:
Ability to commute/relocate:
- Taguig City: Reliably commute or planning to relocate before starting work (Required)
Education:
* Bachelor's (Preferred)
