Healthcare BPO
19 hours ago
About the role
As a Quality Assurance Lead/Supervisor in our Healthcare BPO team at Access Healthcare Services Manila, Inc., you will play a crucial role in ensuring the delivery of high-quality services to our clients. This full-time position is based in Taguig City, Metro Manila, and involves overseeing the quality assurance processes within our contact centre operations.
What you'll be doing
- Developing and implementing quality assurance strategies and procedures to monitor and improve the performance of our contact centre agents
- Conducting regular audits and assessments of agent calls, emails, and other interactions to identify areas for improvement
- Providing feedback and coaching to agents to help them enhance their skills and adherence to quality standards
- Collaborating with team leaders and managers to address quality-related issues and implement corrective actions
- Analysing quality metrics and data to identify trends and opportunities for process optimisation
- Maintaining and updating quality assurance documentation and training materials
- Participating in the development and implementation of quality-related policies and procedures
- Fostering a culture of continuous improvement and quality-focused mindset within the contact centre team
What we're looking for
- Minimum of 3 years of experience in a quality assurance or supervisory role within a healthcare or contact centre environment
- Strong understanding of quality assurance principles, methodologies, and best practices
- Excellent communication and interpersonal skills, with the ability to provide constructive feedback and coaching to agents
- Proficient in data analysis and problem-solving, with the ability to identify and address quality-related issues
- Familiarity with relevant healthcare industry regulations and compliance requirements
- Demonstrated leadership skills and the ability to work collaboratively within a team
- Proactive and detail-oriented approach to work
What we offer
At Access Healthcare Services Manila, Inc., we are committed to providing our employees with a supportive and rewarding work environment. Some of the benefits you can expect as a Quality Assurance Lead/Supervisor include:
- Competitive salary and performance-based bonuses
- Comprehensive health insurance coverage and wellness programs
- Opportunities for career advancement and professional development
- Flexible work arrangements and a collaborative team culture
- Employee recognition and reward programs
About us
Access Healthcare Services Manila, Inc. is a leading provider of healthcare business process outsourcing (BPO) services, serving clients across the United States and Canada. Our mission is to deliver exceptional customer experiences while driving operational efficiency and cost savings for our healthcare partners. With a strong focus on quality and compliance, we are dedicated to helping our clients navigate the complexities of the healthcare industry and achieve their business objectives.
If you are excited about this opportunity and believe you have the skills and experience to excel as our Quality Assurance Lead/Supervisor, we encourage you to apply now.
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