Customer Service Quality Assurance Specialist

2 weeks ago


Angeles City, Central Luzon, Philippines Ventra Health Full time
About Ventra Health

Ventra Health is a leading business solutions provider for facility-based physicians practicing anesthesia, emergency medicine, hospital medicine, pathology, and radiology.

Job Summary

The Customer Service Quality Assurance Specialist is responsible for monitoring and auditing Customer Service Specialists regarding customer service performance. This involves reviewing and tracking all call center internal processes and procedures, working with supervisors to diagnose issues, identifying coaching opportunities, and reporting regularly on call performance.

Key Responsibilities
  1. Monitor at least 8 calls per month per assigned Customer Service Specialist using the Quality Audit Sheet.
  2. Coach specialists on process-related issues noticed throughout the QA.
  3. Document coaching opportunities through call monitoring and scoring.
  4. Conduct quality meetings with supervisors to discuss teams' quality results.
Requirements
  • High School Diploma or GED
  • Six (6) months of customer service experience preferred
Essential Skills
  • Excellent time and attendance
  • Strong word processing, spreadsheet, and database software skills
  • Strong mathematical skills and communication skills


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