BPO Quality Analyst Jobs in Manila

Gratitude Inc

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3 months ago

BPO Quality Analyst Jobs in Manila

3-4 Year(s)

Manila (Pasig)

Job Description

Key Skills

Quality assurance Quality Assurance/QA US Healthcare

3 candidate(s) have already applied for this Job. Apply now

Designation/ Role: Quality Analyst

Department: Medical Billing

Work Timing: Night Shift

Qualifications: Any Graduate Preferred

Location: Ortigas, Pasig

Salary: 45K - 50K (Depending on the experience)

Experience

•   2-3+ years’ experience in the calling process.

•   Ability to perform at a high level of productivity and quality.

•   Capacity to maintain a high level of accuracy.

•   Excellent written and oral communication skills required to represent Infinx Clients.

•   Computer skills including Microsoft Office Suite.

•   Skills to work independently and be resourceful with the ability to multitask.

Job Responsibilities

•   Random Transactional Monitoring – Ensuring systematic Quality check of previous day’s

•   production i.e. Analysis of account, Calling analysis, correct follow up, required action

•   taken and updated software, updated productivity report.

•   Identifying errors critical to process such as wrong analysis results to incorrect follow up,

•   Incorrect or incomplete information captured on call, Incorrect or incomplete action

•   taken, incomplete production report.

•   Ensure the team must be aware of criticality of Fatal and non-fatal parameters/errors.

•   Ensuring the error must be communicated to associate and process owners. Associate

•   provided constructive feedback about the error committed and corrected.

•   Ensuring that Corrective Action Policy is adhered to and Improvements seen on

•   individuals being audited.

•   Ensure that every week team will be briefed about the major errors committed towards

•   process. Team must be coached about the correct follow ups related to those errors.

•   Weekly/Monthly Quality performance report to be mailed to internal client on time.

•   Reports generated must be error free.

•   Maintaining the Quality Metrics i.e. Process quality score, Individual quality score,

•   number of errors, Corrective Action policy, Categorization of associates, documentation

•   of Fatal errors, Improvement plans, Process Knowledge Test etc.

•   Responsible for random transaction audits and performance of new hires during

•   OJT/Nesting period.

Role

QA Analyst

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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