Quality Analyst for Healthcare BPO

18 hours ago

Pasay, National Capital Region, Philippines Access Healthcare Services Manila, Inc. Full time ₱900,000 - ₱1,200,000 per year

Access Healthcare is looking for dedicated and detail-oriented Quality Analysts to join our Healthcare team.

The ideal candidate will have 1 to 3 years of experience auditing calls for healthcare accounts, ensuring adherence to quality standards, compliance requirements, and customer satisfaction metrics (CSAT).

Key Responsibilities:

  • Conduct regular audits of inbound and outbound calls for healthcare accounts to evaluate compliance, quality, and customer satisfaction.
  • Identify areas of improvement and provide actionable feedback to agents and supervisors to enhance performance.
  • Ensure all communication aligns with client-specific quality guidelines and regulatory compliance standards.
  • Collaborate with the training and operations teams to address gaps in processes and agent performance.
  • Generate and present detailed quality reports to management, highlighting trends, key observations, and recommendations.
  • Monitor and track the effectiveness of quality improvement initiatives and agent coaching sessions.
  • Stay updated on healthcare regulations and industry best practices to ensure compliance and operational excellence.

Qualifications:

  • 1 to 3 years of experience in a Quality Analyst role within a BPO setting, specifically for healthcare accounts.
  • Strong knowledge of healthcare industry standards, compliance requirements, and US healthcare laws.
  • Proficiency in call auditing techniques and quality monitoring tools.
  • Excellent analytical and problem-solving skills.
  • Strong communication and interpersonal skills for effective feedback delivery.
  • Detail-oriented, with the ability to identify trends and insights from large data sets.
  • Familiarity with CSAT metrics and strategies to enhance customer satisfaction.

Preferred Skills:

  • Experience with quality management systems and reporting tools.
  • Knowledge of HIPAA regulations and healthcare data confidentiality.

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