Quality Analyst

14 hours ago

Pasay, National Capital Region, Philippines access healthcare Full time $104,000 - $130,878 per year

About the role

As a Quality Analyst in our healthcare Business Process Outsourcing (BPO) division, you will play a vital role in ensuring the consistently high quality of our customer service operations. Reporting to the Quality Assurance Manager, you will be based in our modern office in Pasay City, Metro Manila. This full-time position offers excellent opportunities for career development in a dynamic and growing company.

What you'll be doing

  1. Monitoring and evaluating call recordings and other customer interactions to identify areas for improvement
  2. Providing detailed feedback and coaching to customer service representatives to enhance their skills and performance
  3. Collaborating with the training team to develop and deliver programmes that address identified training needs
  4. Tracking key quality metrics and generating insightful reports to drive continuous improvement initiatives
  5. Identifying process bottlenecks and making recommendations to streamline operations
  6. Ensuring compliance with all relevant regulations, policies and best practices

What we're looking for

  1. Minimum of 2 years' experience in a quality assurance or quality control role, preferably within a customer service or BPO environment
  2. Strong analytical and problem-solving skills with the ability to identify root causes and implement effective solutions
  3. Excellent communication and interpersonal skills to provide constructive feedback and drive performance improvements
  4. Demonstrated proficiency in data analysis and report generation using tools such as Microsoft Excel
  5. A keen eye for detail and a commitment to maintaining the highest quality standards
  6. Familiarity with healthcare industry regulations and best practices would be an advantage

What we offer

At access healthcare, we are committed to creating an engaging and supportive work environment where our employees can thrive. In addition to a competitive salary, we offer a range of benefits, including:

  1. Comprehensive health insurance coverage
  2. Generous paid time off and holiday allowance
  3. Opportunities for career advancement and professional development
  4. Team-building activities and social events
  5. Discounts on various products and services

About us

access healthcare is a leading provider of healthcare Business Process Outsourcing (BPO) services. With a strong presence in the Philippines, we serve a diverse client base of healthcare providers, insurers and pharmaceutical companies, delivering high-quality customer service, data processing and revenue cycle management solutions. Our dynamic and inclusive company culture is built on a foundation of integrity, innovation and a relentless focus on delivering exceptional value to our clients.

Apply now to join our team and be a part of our mission to transform the healthcare industry.

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