Deskripsi Pekerjaan
Are you a seasoned Quality Assurance professional ready to lead in the healthcare BPO sector? Infinx Healthcare is seeking a dynamic Manager - Quality [BPO] to oversee our quality assurance standards and drive operational excellence. In this pivotal role, you will be responsible for developing and implementing quality assurance strategies that ensure our healthcare services meet the highest industry standards. You will collaborate with cross-functional teams to identify improvement areas, analyze performance metrics, and create training programs to enhance agent proficiency. Join us to make a tangible impact on patient care and customer satisfaction while working in a supportive and innovative environment in Iloilo City.
As the Quality Manager, you will serve as the guardian of our service excellence, ensuring every interaction aligns with our core values and regulatory requirements. Your expertise will be crucial in bridging the gap between operational goals and customer satisfaction. We offer a competitive compensation package and a collaborative work culture where your contributions are valued. If you are looking for a challenging yet rewarding opportunity to advance your career in a top-tier BPO environment, we want to hear from you.
Our commitment to quality is unwavering, and we need a leader who can inspire our team to maintain the highest level of service delivery. You will manage the full spectrum of QA activities, from initial calibration to final reporting, ensuring a seamless experience for our clients and patients.
Tanggung Jawab
- Oversee the end-to-end quality assurance process and ensure consistent service delivery across all channels.
- Develop and implement comprehensive quality assurance policies, procedures, and standard operating guidelines.
- Conduct regular quality audits, calibration sessions, and performance reviews for agents and teams.
- Analyze call recordings, data, and customer feedback to identify trends, root causes, and improvement opportunities.
- Lead, mentor, and train the Quality Assurance team to foster a culture of excellence and continuous improvement.
- Collaborate with operations management to drive process improvements and enhance operational efficiency.
- Ensure strict compliance with healthcare regulations, company standards, and client requirements.
Kualifikasi
- Bachelor’s degree in Business Management, Healthcare Administration, or a related field.
- Minimum of 5 years of experience in BPO Quality Management, specifically within the healthcare or customer service sector.
- Strong knowledge of quality assurance methodologies such as Six Sigma, Lean, or ISO standards.
- Excellent analytical skills with the ability to interpret complex data and generate actionable insights.
- Proficiency in using QA tools, CRM software, and Microsoft Office Suite.
- Proven leadership skills with the ability to motivate teams, handle performance coaching, and resolve conflicts.
- Strong communication and interpersonal skills with a keen eye for detail and accuracy.