Deskripsi Pekerjaan
At EXL Services, we are committed to delivering excellence in business process management. We are currently seeking a highly skilled and experienced Senior Executive - Quality Compliance Analyst (USRN) to join our team at MOA, Metro Manila.
In this role, you will be responsible for monitoring calls and transactions, analyzing performance data, and providing constructive feedback to agents to ensure the highest standards of quality and compliance. You will play a critical role in maintaining client satisfaction and regulatory adherence.
As a Quality Compliance Analyst, you will work closely with operations and training teams to drive continuous improvement. Your insights will help shape training programs and enhance agent performance. If you have a keen eye for detail, strong analytical skills, and a passion for quality improvement, we want to hear from you.
Join us and be part of a dynamic team that values excellence and innovation. We offer competitive compensation and career growth opportunities.
Tanggung Jawab
- Monitor and evaluate calls/transactions to ensure compliance with client and regulatory standards.
- Prepare and deliver timely performance reports and feedback to agents and management.
- Identify areas for improvement and recommend corrective actions.
- Maintain accurate records of evaluations and quality metrics.
- Collaborate with training teams to identify coaching needs.
- Participate in calibration sessions to ensure consistency in evaluation.
- Ensure adherence to quality assurance policies and procedures.
- Assist in root cause analysis for quality issues.
Kualifikasi
- Must be a US Registered Nurse (USRN) license holder.
- Minimum 3 years of experience in quality analysis or call monitoring in a BPO/healthcare setting.
- Strong knowledge of healthcare regulations (HIPAA, etc.) and quality standards.
- Excellent communication and interpersonal skills.
- Proficient in MS Office applications, especially Excel and PowerPoint.
- Detail-oriented with strong analytical and problem-solving abilities.
- Ability to work independently and in a team environment.
- Willing to work onsite at Mall of Asia, Metro Manila.