Quality Assurance Specialist
2 months ago
The Quality Assurance Specialist will be responsible for ensuring that our services meet all necessary quality standards, with a particular focus on monitoring and improving the quality of agent calls. This role involves reviewing call recordings, identifying issues, providing feedback, and developing strategies to enhance overall service quality.
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.
- 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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