Quality Assurance Specialist
5 months ago
Key Responsibilities:
- Develop and implement quality assurance policies and procedures for service interactions.
- Conduct regular reviews and audits of agent calls to ensure compliance with quality standards.
- Identify and document any quality issues and provide actionable feedback to agents and supervisors.
- Analyze call data to identify trends and areas for improvement.
- Prepare and present reports on call quality performance and improvement initiatives.
- Collaborate with cross-functional teams to develop and maintain quality control systems for customer interactions.
- Train staff on quality standards and best practices for customer service.
- Stay up-to-date with industry best practices and regulatory requirements related to customer service and medical supply.
- Support the continuous improvement of the quality management system.
Qualifications:
- Bachelor’s degree in Quality Assurance, Healthcare Management, or a related field.
- Proven experience as a Quality Assurance Specialist or similar role, preferably in a medical supply or healthcare environment.
- Strong knowledge of quality control standards and testing methodologies for service interactions.
- Excellent analytical and problem-solving skills.
- Proficiency in using quality management software and tools.
- Strong attention to detail and organizational skills.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Certification in Quality Assurance (e.g., Six Sigma, ISO 9001) is a plus.
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