BPS – Quality Analyst

Full Time
Pampanga
Posted 9 months ago

Job Description / Responsibilities:

  • Achievement of overall Quality Score (Client Goal) and client quality metrics defined in SOW
  • Maintain internal Quality monitoring tracker & send reports as per the frequency agreed upon
  • Completion of Quality audit targets assigned as per the agreement
  • Conduct calibrations with internal stakeholders & clients as per the agreement
  • Analyze performance indicators and encourage awareness and performance improvements
  • RCA to be completed on Fatal (Non-Compliant) errors within the agreed timelines
  • Conduct training needs analysis and conduct refresher training
  • Keep a track of process changes and update the same in the relevant SOPs and get them approved
  • Process improvement/Value Add/ Initiatives (Kaizen/GB projects)
  • Create and foster a trusting and engaging work environment
  • Create inspiring & innovative concepts and process re-engineering opportunities
  • Provide leadership, guidance, and feedback on individual performance using coaching tools and customer feedback
  • Build and ensure a culture of accountability, integrity, and respect
  • Support as a Trainer in absence of a designated Process Trainer or a case where the additional trainer is required by the unit and abide by the responsibilities which have to be catered to as a Process Trainer

Qualifications:

  • Bachelor of Science/Master of Science or any other relevant degree in life sciences
  • Must have at least 5 years of experience in quality management, especially for Contact center.
  • End to end knowledge of US Healthcare – Hospital RCM (Pre-registration, Customer Service, Correspondence, Self-pay-Collections
  • Must have excellent communication skills and should have managed international clients
  • Strong analytical skills required as well as the ability to take statistical data and infer organizational implications required
  • Should have a clear understanding of the Quality Assurance role and must have Proven Coaching abilities
  • Strong Product & Process knowledge

Good-to-have:

  • Robust experience in quality management, especially for Contact center
  • Ability to measure and assess training needs
  • Excellent Communication skills, Facilitation, and Presentation skills
  • Excellent interpersonal skills and the proven ability to build and maintain strong and effective customer and internal relationships. Open to work on weekends
  • Strong analytical skills required as well as the ability to take statistical data and infer organizational implications required
  • Should have a clear understanding of the Quality Analytics role and must have Proven Coaching abilities
  • Client Management skills
  • Good with MS Office (Excel, Word & Powerpoint)
  • Ability to work effectively in ambiguity, shifting priorities, and multiple deadlines
  • Valid US Visa

What you’ll get:

  • 400k Medical HMO Insurance effective on Day 1
  • P 10,000.00 Worth of Medicine Reimbursement on top of the HMO
  • Career Growth & Development: Acquire growth through various trainings other than account specific (Lean six sigma/Black belt training) and move up the ladder through IJPs and promotion opportunities.

Highlights:

  • Competitive salary package and HMO Benefits
  • Direct hire
  • Willing to join asap
  • Amenable to work in shifting schedule

Job Features

Job CategoryAnalyst, Quality Analyst, Quality Assistance
Salary PackageCompetitive

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