Job Purpose:

Ensure that project related quality processes are followed by associates, client specific metrics and internal metrics are achieved, provide coaching to employees, track and trend data for improvement.

Primary Duties and Responsibilities:

We are currently looking for a keen individual who is responsible for conducting audits for healthcare account. The role includes providing feedbacks, ratings, coaching tips for the agents, all of which must be communicated to agents and their assigned team lead

Key Accountabilities:

· Delivers required number of QA Monitors on a timely manner

· Provide quality metric analysis on compliance scores

· Participates in call calibration to understand and identify targets

· Generates and trends daily/weekly/monthly QA related reports

· Performs side-by-side sessions and provide real-time feedback

· Skilled in pinpointing root cause/s for performance variance

· Provide recommended intervention activities to address quality metric opportunities identified

Qualifications:

· At least 2 years of QA experience in a BPO set up with US Healthcare account/background.

· Bachelor's Degree in Nursing with active PH Registered Nurse license

· Impeccable communications skills - verbal and written

· Strong attention to details and strict adherence to guidelines

· Experience in coaching and mentoring is an advantage