Client Specialist - Quality Analyst

We are seeking talented individuals to join our team in Manila as Quality Analyst. In this role, you will play a crucial role in maintaining the highest standards of service delivery. You will be responsible for monitoring and evaluating customer interactions to ensure compliance with company policies and procedures, as well as identifying areas for improvement in performance. If this interests you, apply now and take the next step in your career today.

Work location: Mckinley Hill, Taguig City

Key responsibilities

• Listen to recorded and live customer interactions to assess agent performance, adherence to scripts, and compliance with company guidelines

• Conduct thorough evaluations of calls, chats, and emails based on predefined criteria to measure service quality and identify areas for improvement

• Provide constructive feedback and coaching to agents based on evaluation results to enhance their skills and performance

• Generate regular reports on quality metrics, trends, and performance indicators to management, highlighting areas of excellence and opportunities for improvement

• Collaborate with training teams to develop and deliver training materials and modules based on identified needs and trends

• Identify process gaps, inefficiencies, and areas for enhancement in customer service operations, and propose solutions to streamline workflows and enhance overall service quality

• Ensure that agents adhere to regulatory requirements, company policies, and industry standards in all customer interactions

• Participate in quality improvement initiatives, calibration sessions, and team meetings to foster a culture of continuous improvement and excellence

Job Requirements

• Willing to work at our office in McKinley Hill, Taguig

• Strong listening skills with attention to detail

Qualifications

• Minimum 1 year of experience in Healthcare BPO as a Quality Analyst

• Familiar with revenue cycle management process

• Knowledge of Healthcare terminology will be added advantage