Call Quality Assurance Specialist

2 weeks ago

Cebu City, Central Visayas, Philippines Med Supply US Full time
Company Overview:

Med Supply US is a leading provider of durable medical equipment, specializing in continuous glucose monitors (CGMs) and catheters. Our mission is to enhance the quality of life for individuals with chronic conditions by providing high-quality products and unparalleled support. We value the expertise of healthcare professionals who can amplify our reach and impact in diabetes care.

About the Role:

We are looking for a Call Quality Assurance Specialist to ensure the highest standards in our customer interactions. This role focuses on monitoring, auditing, and improving the quality of agent calls within our Intake Team and Doctor Relations Team. Additionally, this position will contribute to training and optimizing AI-assisted call systems to enhance customer service performance.

Key Responsibilities:
  • Develop and implement call quality assurance policies and procedures to maintain high service standards.
  • Monitor and audit call recordings to assess agent performance, compliance, and customer satisfaction.
  • Provide constructive feedback and coaching to agents to improve communication, compliance, and service quality.
  • Collaborate with the AI development team to train, refine, and evaluate AI-assisted call interactions.
  • Use call analytics tools to track trends, identify gaps, and recommend process improvements.
  • Prepare and present reports on call quality performance and improvement initiatives.
  • Train staff on quality standards, best practices, and AI-assisted customer service enhancements.
  • Stay up to date with BPO call monitoring best practices and healthcare service regulations.

Qualifications:
  • Proven experience in call quality auditing within a BPO, healthcare, or customer service setting.
  • Strong understanding of call handling, compliance, and customer service best practices.
  • Experience using QA tools, call analytics platforms, and reporting dashboards.
  • Ability to analyze call data trends and implement quality improvements.
  • Excellent communication, coaching, and interpersonal skills.
  • Familiarity with AI-driven customer service tools is a plus.
  • Ability to work independently and collaboratively in a fast-paced startup environment.

Why Join Us?
  • Be part of a growing startup in the healthcare industry.
  • Work in a remote, flexible environment.
  • Opportunity to shape the QA process and AI training initiatives.
  • Competitive salary and career growth opportunities.

If you have a passion for improving call quality, training AI call systems, and enhancing customer service performance, we'd love to hear from you
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