Quality Assurance Specialist
2 months ago
At Gratitude Philippines, we are seeking a skilled Quality Assurance Specialist to join our team. As a key member of our quality assurance team, you will be responsible for ensuring the systematic quality check of previous day's production. This includes analysis of accounts, calling analysis, correct follow-up, required action taken, and updated software. You will also be responsible for identifying errors critical to the process, such as wrong analysis results, incorrect follow-up, and incomplete information captured on call. Your goal will be to ensure that the team is aware of the criticality of fatal and non-fatal parameters/errors and that the error is communicated to associates and process owners. You will also provide constructive feedback about the error committed and corrected and ensure that the Corrective Action Policy is adhered to. Additionally, you will be responsible for maintaining the Quality Metrics, including process quality score, individual quality score, number of errors, and corrective action policy. Your role will also involve random transaction audits and performance of new hires during the OJT/Nesting period.
Key Responsibilities:
- Ensure systematic quality check of previous day's production
- Identify errors critical to the process
- Communicate errors to associates and process owners
- Maintain Quality Metrics
- Perform random transaction audits
- Perform new hire performance during OJT/Nesting period
Requirements:
- 2-3+ years' experience in calling process
- RCM experience
- Ability to start immediately
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