Quality Analyst - Pasig city

Gratitude Inc

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1 year ago

Quality Analyst - Pasig city

5-9 Year(s)

Manila

Job Description

Key Skills

Quality Analyst skills

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JOB DESCRIPTION

Designation/ Role: Quality Analyst

Department: Medical Billing

Work Timing: Night Shift

Qualifications: Any Graduate Preferred

Skills:

A successful candidate must have proficient knowledge/capabilities in the following areas:

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.

Experience

2-3+ years’ experience in calling process.

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

Associate/Senior Associate -(NonTechnical)

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Functional Area

ITES / BPO / Operations / Customer Service / Telecalling

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