Deskripsi Pekerjaan
Are you an experienced Quality Assurance professional looking to make a significant impact in the healthcare sector? Our client is urgently seeking a dedicated QA Specialist to join their dynamic BPO team based in Manila. In this pivotal role, you will be responsible for ensuring the highest standards of service delivery for healthcare clients, with a primary focus on call auditing, strict compliance adherence, and overall patient satisfaction.
We are looking for a detail-oriented individual with a proven track record in Healthcare BPO environments. Your daily tasks will involve evaluating agent performance against key metrics, identifying training gaps, and providing constructive feedback to drive continuous improvement. The ideal candidate will possess a keen eye for detail and a deep understanding of healthcare regulations, patient privacy laws, and service level agreements.
Join us to refine operational excellence and support the delivery of top-tier healthcare services. This is a full-time opportunity offering a competitive salary and a chance to grow your career in a stable and growing industry. If you are passionate about quality and patient care, we want to hear from you.
Tanggung Jawab
- Conduct regular quality audits on inbound and outbound calls to ensure adherence to company scripts and healthcare standards.
- Evaluate agent performance against key performance indicators (KPIs) such as first call resolution, call handling time, and customer satisfaction scores.
- Analyze audit data to identify trends, root causes of errors, and areas for operational improvement.
- Provide constructive, actionable feedback to agents through coaching sessions and performance reviews.
- Ensure strict compliance with healthcare regulations, HIPAA standards, and internal quality management policies.
- Collaborate with team leads and training departments to develop and update quality assurance guidelines.
- Maintain accurate records of audit findings and submit weekly/monthly quality reports.
Kualifikasi
- Minimum of 2 years of hands-on QA experience specifically within a Healthcare BPO setup.
- Strong understanding of Quality Assurance methodologies, metrics, and auditing tools.
- Familiarity with healthcare terminology, patient privacy laws, and regulatory compliance requirements.
- Excellent written and verbal communication skills for effective feedback delivery.
- Proficiency in CRM systems and call recording software.
- Bachelor’s degree in any field, preferably in Nursing, Medical Technology, or Business Administration.
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.