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