Quality Assurance Asst. Manager- Disability Claims

2 days ago

Taguig, National Capital Region, Philippines ESOL IT SERVICES INC. Full time $104,000 - $130,878 per year

Job Description

We are looking for a dedicated Quality Assurance Assistant Manager (Disability Claims) to join our growing team. In this role, you will play a key part in ensuring service excellence, monitoring performance, and driving process improvements.

This position is ideal for professionals with quality assurance experience in healthcare, disability claims, or customer service/call center operations. If you are a strong leader with a passion for quality, compliance, and coaching teams to success, we'd love to work with you


Key Responsibilities

Performance Monitoring & Quality Assurance

  • Monitor and evaluate customer interactions related to Disability Claims.
  • Ensure compliance with policies, processes, and regulatory requirements.
  • Analyze performance metrics to identify trends, gaps, and opportunities.

Coaching & Feedback

  • Provide constructive feedback and conduct one-on-one coaching sessions.
  • Develop training resources and support team development programs.

Reporting & Process Improvement

  • Document quality issues and performance gaps.
  • Prepare and present reports to management.
  • Recommend and implement process improvements to boost efficiency, compliance, and customer satisfaction.

Collaboration

  • Partner with supervisors, trainers, and cross-functional teams.
  • Support initiatives that enhance overall service delivery.

Qualifications

Education & Background

  • Bachelor's degree in Business Administration, Quality Management, or related field.
  • 3–5 years of experience in Quality Assurance (preferably in healthcare, disability claims, or BPO).
  • Proven leadership and people management experience.

Technical Skills

  • Proficiency in MS Office and QA tools/software (e.g., Scorebuddy, NICE, Verint, CallMiner or other related tools)
  • Experience with data analysis and reporting tools (preferred).

Core Competencies

  • Strong analytical and problem-solving abilities.
  • Excellent communication and interpersonal skills.
  • Effective leadership, coaching, and collaboration skills.
  • Highly detail-oriented with strong organizational and time management skills.
  • Ability to thrive in a fast-paced, compliance-driven environment.

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