Quality Analyst | BPO Jobs in Phiippines | Call Centre Jobs

Gratitude Inc

2969 Views

16 hours ago

2-3 Year(s)

Manila (Pasig)

Job Description

Key Skills

Quality Assurance/QA BPO Call center Quality Analyst Call Quality Evaluation

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

We are hiring a BPO Quality Analyst for Medical Billing

•   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 the process. The 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.

Qualifications

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

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

•   Computer skills including Microsoft Office Suite.

•   Any Graduate Preferred

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

Role

QA Analyst

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Brenda Mielizu

Recruiter - Gratitude Inc

NA, kenya

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