Quality Assurance Lead

JOB SUMMARYResponsible for transaction monitoring, inspecting to identify opportunities and proposing measures to correct or improve the performance of the supported account/s and processes while conforming to the customer and company protocols in order to meet the established customer quality requirements.JOB REQUIREMENTSGraduate of any college degree

At least 3 to 5 years working experience in a healthcare contact center and at least 2 years with QA experience and/or QA coach

Experience in Training/Subject Matter Expert is preferred

Medical Billing certification is an advantage

With BPO Healthcare setting experience is required. Must have strong understanding of the basic healthcare revenue cycle operational processes. Strong communication skills/oral and written.

Must be willing to work during US hours. Must be amenable to work onsite in Alabang, Muntinlupa City. JOB RESPONSIBILITIESEvaluate quality by assessing interactions against a defined set of criteria, including communication skills, product knowledge, problem-solving ability, professionalism, compliance with company policies and procedures, etc.

Performs full quality assurance cycle, from monitoring, documenting, reporting, and facilitating audit rebuttal to meet customer quality and process requirements. Meet the required number of outputs within a specified time while maintaining quality of individual work. Conduct one-on-one or group coaching sessions to support agent development by providing objective feedback, focusing on areas of improvement and recognizing areas of excellence.

Participates in calibration and Inter-Rater Reliability sessions (IRR) with internal and external customers to ensure alignment in process and/or audit methodology. Compiles, prepares, and documents work instructions, workflows, and reference guides to be used as job aids for the supported process or accounts. Reviews, prepares, submits and maintains documentation of various reports such as but not limited to performance scores or ratings, trends analysis, or any other related ad-hoc reports in order to provide internal and external customers status visibility of supported process or accounts.

Participates in the design of the transaction monitoring form that captures customer requirements that in turn maintains customer satisfaction. Identify inaccuracies in databases and adheres to issue escalation for correction or mitigation to assure data integrity of scope output produced. Maintains and secure data and all individually identifiable personal information accessed through the client's and/or ADEC's systems to safeguard confidentiality of data.

Utilizes the appropriate system required for the program to gather information and answer program specific questions relevant to scope of work that will ensure accurate information dispensed or provided to the team being supported. Participates in continuous learning business methodologies and programs in order to develop proficiency in scope of work. Ensures compliance to company rules and regulations, which shall include but not limited to the Employee Code of Discipline, the policies on Quality Management System (QMS), Information Security Management System (ISMS), Environment Health & Safety (EHS), and Environmental Management System (EMS), Data Privacy Act (DPA); and other duties and responsibilities prescribed for all ADEC employees.

Ensures compliance of all Non-Conformity Corrective Action Preventive Action Concessions (NCAPACs) and all other audit findings within the prescribed period. Reports security incidents and/or any identified security weaknesses.

Performs other tasks that may be assigned from time to time. PERKS OF JOINING ADEC HEALTHCARE:Competitive SalaryWork Onsite (Alabang Corporate Center)HMO DAY1 with FREE one dependentInternet AllowanceRice AllowanceClothing AllowanceLaundry AllowanceMeal AllowanceHealthy working environment

Free webinars and internal trainings/events and moreOffice located at Alabang Corporate Center