Team Lead

21 hours ago

Makati City, National Capital Region, Philippines R1 RCM Full time

As Team Lead - Process Quality, you'll lead a team of quality analysts to ensure every customer interaction meets our high standards. You'll monitor calls, analyze performance data, and collaborate with operations to elevate service quality.

Your Key Responsibilities:

  • Monitor and evaluate customer calls and interactions using QA tools

  • Analyze performance trends and generate actionable insights

  • Lead and conduct calibration sessions with internal teams and clients

  • Developing and implementing quality assurance policies and procedures, conducting quality audits, and ensuring compliance with R1 and client standards. 

  • Recommend process improvements to enhance customer satisfaction

  • Present findings to leadership and client stakeholders

  • Leading and mentoring a team of Quality Analysts, providing performance enforcement, guidance, and career development advice

  • Generating and publishing reports on daily, weekly, monthly quality analysis, key metrics, and trends

  • Facilitates weekly and monthly business reviews

Qualifications:

  • Bachelor's Degree in any course or equivalent experience preferred

  • 2+ years' experience as a QA supervisor in a call center/BPO environment

  • Healthcare experience is an advantage

  • Ability to interpret data and identify root causes

  • Advance excel skill

For Internal Applicants:

  • Must have at least 6 months of tenure and hold regular employee status

  • Holds a Performance Rating of "Consistently Meets Performance" or higher

  • Has no active disciplinary record (Verbal Warning or above)

  • Has no active or ongoing ER/ Ethics case and has not been found guilty of any Ethicspoint case

  • Not currently enrolled in Performance Improvement Plan (PIP)

Working in an evolving healthcare setting, we use our shared expertise to deliver innovative solutions. Our fast-growing team has opportunities to learn and grow through rewarding interactions, collaboration and the freedom to explore professional interests. Our associates are given valuable opportunities to contribute, to innovate and create meaningful work that makes an impact in the communities we serve around the world. We also offer a culture of excellence that drives customer success and improves patient care. We believe in giving back to the community and offer a competitive benefits. What's in it for you?
• Competitive Total Rewards Package
• Target variable incentives
• Medical Plan (HMO) from Day 1 of employment with free dependents
• Life insurance
• Paid Time-Off Benefits
• Sick Leave Conversion
• Night Differential offered
• Employee Referral Program
• All Mandatory Statutory Benefits R1 RCM Inc. ("the Company") is dedicated to the fundamentals of equal employment opportunity. The Company's employment practices , including those regarding recruitment, hiring, assignment, promotion, compensation, benefits, training, discipline, and termination shall not be based on any person's age, color, national origin, citizenship status, physical or mental disability, medical condition, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, or any other characteristic protected by local law. Furthermore, the Company is dedicated to providing a workplace free from harassment based on any of the foregoing protected categories. Visit us on Facebook: #R1Philippines #AllTogetherBetterinR1PH

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