Quality Assurance Assistant Manager - Healthcare BPO
Gratitude IncQuality Assurance Assistant Manager - Healthcare BPO
Job Description
Key Skills
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Position: Quality Assurance Assistant Manager
Account: Disability Claims
Location: Taguig
Work Set-up: ONSITE (Willing to work onsite in Taguig)
Salary: 65K- negotiable depending on experience
Start Date: ASAP
We are seeking an attentive and goal-oriented person to join us as a Associate Manager – Reporting / Reports Analyst Supervisor. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you! We are looking for a Reports Analyst. Candidates should be analytical and excellent communicators with quantitative skills.
QUALIFICATIONS:
Our most successful candidates will have:
• Experience in healthcare specifically in Disability Claims.
• Has good people management experience.
• Bachelor’s degree in business administration, Quality Management, or related field
• Minimum of 3-5 years of experience in quality assurance, preferably in a call center or customer service environment
• Proficiency in MS Office applications and quality management software
• Strong analytical and problem-solving skills, with the ability to interpret complex data and identify trends
• Excellent verbal and written communication skills, with the ability to provide constructive feedback and coach team members
• In-depth knowledge of call center operations, performance metrics, and quality standards
• Experience in developing and implementing process improvements
• Understanding of regulatory compliance requirements in customer service
• Demonstrated leadership skills and ability to work collaboratively in a team environment
• Ability to multitask and work efficiently in a fast-paced, dynamic environment
• Strong attention to detail and commitment to maintaining high-quality standards
• Certifications such as Six Sigma or those focused on quality management are highly advantageous
• Experience with data analysis tools and reporting software is a plus
KEY RESPONSIBILITIES:
Performance Analysis and Quality Assurance:
• Analyze customer interaction data to identify trends and areas for improvement.
• Ensure agents adhere to company policies, procedures, and regulatory guidelines.
Feedback and Coaching:
• Provide constructive feedback and coaching to agents to enhance their skills and customer service techniques.
• Develop training materials and support training programs to improve agent performance.
Reporting and Process Improvement:
• Document quality issues and performance metrics for management review.
• Identify and implement process improvements to enhance efficiency and customer satisfaction.
Collaboration:
• Work closely with supervisors, trainers, and other stakeholders to address quality issues and implement improvements.
Essential Skills:
• Strong analytical and problem-solving abilities
• Excellent communication and interpersonal skills
• Attention to detail and knowledge of call center quality metrics
• Proficiency in call center technology and quality management software
Please share this job with your network. Thank you!
Role
Lead Assistant Manager
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
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- What are the most important skills you acquired as a Soft Skills/VNA trainer?
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