Deskripsi Pekerjaan
Are you ready to elevate the standard of care in US Healthcare operations? Sysgen is seeking a dynamic Manager, Quality & Training to lead our quality assurance and training initiatives. In this pivotal role, you will be responsible for designing, standardizing, and executing world-class QA programs that ensure our agents deliver exceptional service across all US accounts. You will act as a strategic partner to operations, identifying training needs, coaching leadership, and driving a culture of excellence and continuous improvement.
As a Manager in our growing team, you will have the opportunity to shape the professional development of our workforce and directly impact client satisfaction and retention. We are looking for a leader who is detail-oriented, results-driven, and passionate about empowering agents to succeed in a high-stakes healthcare environment.
Tanggung Jawab
- Design and Implement QA Frameworks: Lead the creation of quality assurance standards and call monitoring protocols specifically for US Healthcare accounts.
- Develop Training Programs: Design and deliver comprehensive training curriculums to enhance agent skills, product knowledge, and soft skills.
- Conduct Audits and Coaching: Perform regular quality audits, provide constructive feedback, and conduct coaching sessions to drive performance improvements.
- Analyze Performance Metrics: Review operational data, call recordings, and client feedback to identify trends and recommend process enhancements.
- Lead and Mentor Teams: Supervise a team of QA analysts and trainers, fostering a supportive and high-performance work environment.
- Ensure Compliance: Ensure all operations adhere to industry regulations and company policies, including HIPAA compliance where applicable.
Kualifikasi
- Experience: Minimum of 5-7 years of experience in Quality Assurance, Training, or Operations Management within a BPO or Healthcare setting.
- Education: Bachelor’s degree in Human Resources, Business Administration, or a related field.
- Industry Knowledge: Strong understanding of US healthcare systems, medical terminology, and patient care standards.
- Communication: Excellent verbal and written communication skills with the ability to present complex information clearly.
- Technical Skills: Proficiency in CRM software, QA tools, and Microsoft Office Suite.
- Leadership: Proven ability to lead, mentor, and motivate teams to achieve operational goals.