PHRN Quality Analyst

6 hours ago

Pasay, National Capital Region, Philippines Access Healthcare Services Manila, Inc. Full time $30,000 - $50,000 per year

We are currently looking for REGISTERED NURSE Quality Analyst to be part of our Denials and Appeals Team.

The Quality Analyst will be responsible for monitoring and evaluating the quality of customer service interactions, identifying areas for improvement, and ensuring compliance with policies and procedures. The successful candidate must be a Registered Nurse with experience in BPO operations and quality assurance.

Key Responsibilities:

  • Monitor and evaluate customer service interactions to ensure compliance with policies and procedures.

  • Provide regular feedback to agents to improve performance and ensure high-quality customer service.

  • Conduct root cause analysis to identify areas for improvement and develop action plans to address identified issues.

  • Analyze data to identify trends and provide insights and recommendations for process improvements.

  • Collaborate with the training team to design and deliver training programs that enhance agent skills and knowledge.

  • Participate in calibration sessions with other quality analysts and stakeholders to ensure consistency and accuracy of evaluations.

  • Develop and maintain quality scorecards to track and report on key quality metrics.

  • Ensure compliance with all relevant laws and regulations.

Qualifications:

  • Must be a Registered Nurse in the Philippines.

  • At least 2 years of experience in BPO operations as a quality assurance.

  • Strong analytical and problem-solving skills.

  • Excellent communication, interpersonal, and coaching skills.

  • Ability to analyze data and provide insights and recommendations.

  • Ability to work independently and in a team environment.

  • Proficient in MS Office applications.

  • Strong attention to detail.

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