
Quality Analyst
2 days ago
- Responsible for call quality monitoring and quality assurance
- Uploads and manages voice call recordings
- Ensures quality compliance by means of sales verification depending on the type of campaign.
- Provides complete and accurate quality and productivity reports
- Consolidates and tracks production stats at a team and individual level
- Provides monitoring evaluation/s to agents thru team leads with recommendations, changes and /or enhancements to improve skills
- Coordinates and facilitates call calibration sessions provides feedback and action plans to improve processes
- Helps in providing training, coaching, feedback and assistance to agents in making sure they understand new policies and procedures for quality
- Performs side-by-side sessions and provide real-time feedback
- Skilled in pinpointing root cause/s for performance variance
- Provide recommended intervention activities to address quality metric opportunities identified
Skill Set:
- Ability to audit and give feedback & coach associates and executives.
- Ability to handle multiple tasks simultaneously
- Good Interpersonal & communication Skills
- Active listening and ability to provide feedback
Required Education, Skills, and Qualifications
- Completed at least 2 years in college or Bachelor's degree holder;
- At least 2 years of work related experience (QA);
- Experienced in US Healthcare, Accounts Receivable and Medical Billing;
- Able to do multi-tasking;
- Excellent in MS Excel and other MS Office applications;
- Amenable to work in Ortigas and on night shift
- Strong attention to details and strict adherence to guidelines
- Impeccable communications skills - verbal and written
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