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Job Description
- Supporting the Operational Team by identifying process improvements
- Delivering training to maximize operational efficiency and delivery of a better customer service
- Leading all internal audits and analyzing metrics to determine the source of quality issues
- Devise & implement action plans to improve performance and mitigate business risk
- Develop and implement a Quality Assurance framework including the creation, roll out and development of quality monitoring forms and procedures
- Collect and analyze quality metrics including performance against KPIs and agent productivity.
- Prepare, monitor, and maintain all quality reports
- Leading complaint resolution, root cause analysis and the implementation of corrective action
- Champion a culture of continuous improvement
- Review statistical studies, technological advances, or regulatory standards and trends to stay abreast of issues in the field of quality control.
- Create and implement inspection and testing criteria or procedures
- Confer with the marketing team to define client requirements and expectations
Job Requirements
- Fluent in English is a must.
- Outstanding communication skills.
- Excellent organizational and leadership skills
- In depth understanding of quality control procedures and relevant legal standards
- Proven work experience in the same position at a call center is advantage.
- Have more than 5 years of experience at the same position or something similar.
- Previous experience in the Healthcare industry is preferred.
- Certification of quality control is a strong advantage.
