Quality Analyst

2 weeks ago

Ortigas Metro Manila, Philippines Omega Healthcare Management Services Inc. Full time ₱300,000 - ₱600,000 per year
  • 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 CEBU and on night shift
  • Strong attention to details and strict adherence to guidelines
  • Impeccable communications skills - verbal and written

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