BPS – Quality Analyst
Full Time
Pampanga
Posted 2 years 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 Category | Analyst, Quality Analyst, Quality Assistance |
Salary Package | Competitive |