Deskripsi Pekerjaan
Cognizant is a global powerhouse, serving diverse industries with innovative solutions delivered through our specialized practice areas. We are currently seeking a dedicated and experienced PHRN Quality Analyst to join our dynamic team in Cebu City. This is a unique opportunity for a Registered Nurse to leverage their clinical background in a fast-paced, global BPO environment while directly impacting patient care quality and operational excellence.
In this critical role, you will be the champion of quality for our healthcare accounts. You will utilize your clinical expertise to thoroughly evaluate customer service interactions, identify opportunities for process improvements, and collaborate with cross-functional teams to implement effective solutions. Your analytical insights will ensure we not only meet but exceed client expectations while maintaining strict adherence to HIPAA and other regulatory standards.
At Cognizant, your career growth is our priority. We are committed to fostering a culture of innovation, inclusion, and continuous learning. You will have access to world-class training, mentorship from industry leaders, and exposure to cutting-edge healthcare technologies. This is more than a job—it's a career launchpad for ambitious PHRNs looking to make a significant impact in the healthcare BPO sector.
We believe in the power of diverse perspectives. If you are a passionate PHRN with a sharp eye for detail and a drive for excellence, we invite you to apply today and be part of something bigger.
Tanggung Jawab
- Conduct regular and systematic audits of voice, email, and chat interactions to ensure alignment with client quality standards, HIPAA regulations, and departmental benchmarks.
- Perform detailed root cause analysis (RCA) on quality issues and service delivery gaps, working closely with operations and training teams to implement corrective and preventive actions.
- Deliver clear, objective, and actionable feedback to agents and team leaders, driving improvements in Customer Satisfaction (CSAT), First Contact Resolution (FCR), and overall quality scores.
- Prepare, analyze, and present comprehensive quality performance reports, trend analyses, and scorecards to internal leadership and external clients.
- Facilitate regular calibration sessions with clients, operations, and training departments to ensure scoring consistency and shared understanding of quality expectations.
- Collaborate with the Learning & Development team to identify training needs and assist in updating training materials and process documentation based on quality findings.
- Monitor emerging trends and regulatory changes, proactively recommending process enhancements to optimize workflow efficiency and client experience.
- Lead or actively participate in special projects and quality improvement initiatives aimed at elevating service excellence and achieving business targets.
Kualifikasi
- Must be a Registered Nurse (PHRN) with an active and valid license from the Professional Regulation Commission (PRC) in good standing.
- Minimum of 1 to 2 years of experience as a Quality Analyst in a BPO or contact center setting, preferably handling healthcare, managed care, or insurance accounts.
- Strong working knowledge of healthcare plans (HMO, PPO, Medicare, Medicaid), medical terminology, claims processing, and utilization management.
- Excellent analytical, problem-solving, and critical-thinking skills with a keen eye for detail and data accuracy.
- Advanced proficiency in the Microsoft Office Suite (especially Excel, PowerPoint, and Word) and experience with Quality Monitoring platforms, CRM systems, and speech analytics tools.
- Exceptional written and verbal English communication skills, with the ability to present findings and provide constructive feedback to all levels of the organization.
- Demonstrated ability to work independently and in a team environment, managing multiple priorities and deadlines in a high-volume, fast-paced setting.
- Willing to work onsite in Cebu City and amenable to shifting schedules, including night shifts, weekends, and holidays as required by the healthcare account.