Lead Associate-Transactional Quality (USRN Healthcare Account)

Urgently hiring for one of our direct clients in the Philippines.

Job Title : Lead Associate-Transactional Quality (USRN)

Location : Metro Manila

Work Mode : Night Shift (WFH)

Responsibilities :

Complete Daily Quality checks as per the process requirement

Provides on time Feedback to the agents for the errors identified

Conduct Customer comeback analysis for all the errors received from the clients

To meet the monthly sampling numbers as per the defined target

Complete the feedback targets as specified in the QSD

Contribute brainwave ideas to improve the process

Complete the WB Role Roadmap within the stipulated time

Prepare all team and client related reports for Quality

Complete RCA for all the errors identified

Ensure the QA process adheres to ISO guidelines

Identify the improvement areas for staff and share it with the AM- Quality

Communication with clients on a periodic basis

Complete the Calibration exercise on a periodic basis as defined

Create Error analysis / RCA Report within the defined timeline

Attend all the development and quality trainings that are identified for a QA

Help operations in identifying the training needs for the ops associates

Drive projects and be part of the projects that are identified in the team

Required :

Has minimum of at least 2-3 years of experience in a Clinical Auditing role handling a USRN Healthcare account

Graduate of BS Nursing, licensed PHRN and must be a US-Licensed Registered Nurse - current and unrestricted license to practice nursing in at least one state of the United States

Solid knowledge and experience in the US Healthcare vertical

Analytical skills and time management

Excellent Communication skills verbal and written

Coaching and Feedback

Conflict Management

Interpersonal skills and people skills

Good command over MS Office