Deskripsi Pekerjaan
Are you ready to make a meaningful impact in the healthcare industry? Omega Healthcare Management Services Inc. is seeking a dedicated and analytical Quality Analyst to join our dynamic team onsite in Pasig City. In this critical role, you will serve as the guardian of service excellence, ensuring that every patient interaction meets the highest standards of care and compliance. You will be responsible for monitoring and evaluating voice call recordings, identifying performance trends, and providing actionable feedback to support our agents' growth. By enforcing strict quality assurance protocols, you will help drive operational efficiency and enhance overall patient satisfaction. If you possess a keen eye for detail and a passion for healthcare quality, we want to hear from you.
Why Apply?
Join a leading healthcare management company that values professional development and a supportive work environment. This is a fantastic opportunity to leverage your skills in a fast-paced setting where your contributions directly improve service delivery.
Tanggung Jawab
- Call Monitoring: Conduct regular and random quality monitoring of inbound and outbound voice calls to ensure adherence to scripts and service standards.
- Recording Management: Upload, organize, and manage voice call recordings within the QA management system securely and efficiently.
- Compliance Auditing: Ensure all calls and operations are compliant with company policies, healthcare regulations, and industry best practices.
- Performance Analysis: Analyze call data to identify patterns, root causes of performance gaps, and areas for improvement across the team.
- Coaching & Feedback: Provide constructive, empathetic feedback and coaching to call center agents to help them achieve their KPIs.
- Reporting: Generate detailed QA scorecards, performance reports, and trend analysis for management review.
- Process Improvement: Collaborate with management to recommend process enhancements and training programs.
Kualifikasi
- Education: Bachelor's degree in Nursing, Healthcare Management, Business Administration, or a related field.
- Experience: Previous experience in Quality Assurance, Quality Monitoring, or Call Center operations is required.
- Communication: Excellent written and verbal communication skills in English.
- Skills: Proficient in using CRM software and QA tools; strong analytical and problem-solving abilities.
- Attention to Detail: High level of accuracy when reviewing call logs and compliance documentation.
- Availability: Must be willing to work onsite in Pasig City.