Job Description
Performance Analysis and Quality Assurance:
- Analyze customer interaction data to identify trends and areas for improvement.
- Ensure agents adhere to company policies, procedures, and regulatory guidelines.
Feedback and Coaching:
- Provide constructive feedback and coaching to agents to enhance their skills and customer service techniques.
- Develop training materials and support training programs to improve agent performance.
Reporting and Process Improvement:
- Document quality issues and performance metrics for management review.
- Identify and implement process improvements to enhance efficiency and customer satisfaction.
Collaboration:
- Work closely with supervisors, trainers, and other stakeholders to address quality issues and implement improvements.
Essential Skills:
- Strong analytical and problem-solving abilities
- Excellent communication and interpersonal skills
- Attention to detail and knowledge of call center quality metrics
- Proficiency in call center technology and quality management software
Requirements & Qualifications
Account: Disability ClaimsRequired Headcount: 1Location: Taguig Philippines Work Set-up: ONSITE (Willing to work onsite in Taguig)Requirements;
Experience in healthcare,specifically in Disability Claims people managementexperience and knowledge of Quality metrics.
Good at creating reports ,statistical tools.
Knowledge of MS Office – Excel, PowerPoint, Word.3-5 years of experience in quality assurance.
Reject former Sutherland employeeAt least 3 years of Quality Assurance experience in the BPO setting is requiredAt least 1 year of Disability Claims experience in the BPO setting is requiredPeople management experience is requiredSenior Associate Manager-Customer Experience
Salary & Compensation
Contact Information
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