Quality Analyst PHRN or Non-PHRN with 14th month pay

Quezon City, Metro Manila
Full time
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Posted 7d ago

Performance Management

  • Responsible for monitoring in an objective fashion of all customer contact points. (Web, voice, e-mail, white mail)
  • Provides quantifiable data to all quality judgments that are made.
  • Works with Operations as an auditor as well as regulator of quality issues.
  • Responsible for evaluating customer surveyed calls, including but not limited to Detractor and Passive rated surveys
  • Evaluates surveyed calls based on customer survey verbatim and through call listening 
  • Encodes evaluations in a central repository and summarizes/analyses results 
  • Provide actionable insights to Operations based on the summary/ analysis done on the surveyed calls
  • Identify customer’s contact reasons and pain points/sentiments 
  • Identify all controllable (people) and non-controllable (process & systems) opportunities 
  • Call out any mismatch between survey verbatim and call listening
  • Responsible for reporting all behavior that does not conform to the Quality and CSAT standards set by the company and the account management.
  • Designs and implements reports to establish patterns and trends of Quality and CSAT issues as they may arise.
  • Provides coaching tips and materials to Operations to enhance product knowledge, system navigation and soft skills. 
  • Works with Operations to develop incentive programs designed to improve center quality
  • Works with Training and Operations to provide trend reports to address any issues that need refresher training or that may be newly discovered
  • Conducts Calibration Sessions with the client and with Operations
  • Conducts product specific coaching sessions with the agents regarding trends and quality
  • Handles incoming calls and/or escalated calls and meets telephone productivity standards
  • Provides updated, accurate and timely reports as required to the Quality Lead/Manager
  • Follows other tasks and/or offline tasks assigned by the Quality Lead/Manager

People Management 

  • Works with front line agents, Team leads and Managers in improving quality performance.
  • Develops and trains team members through coaching, providing work advice and motivation. 

Process Improvement 

  • Drive continuous improvement onsite and throughout the investigations via cross-functional teams and working with key stakeholders.  
  • Manage Diet Six Sigma/Lean Projects associated with product and process improvement activities.  
  • Help develop, foster, and drive a culture of lean Six Sigma throughout the company.
  • Provides input and feedback to key leadership positions about process improvement opportunities specific to all parts of the organization.
  • Works to identify key gaps within the different functions and leads the transformation of existing processes in terms of capability and maturity utilizing Lean Six Sigma.
  • Maximize revenue and measure costs for group 

Technical 

  • Review and approve process and QC documentation to release processes for distribution Manage Change Controls and Administer Change Control System.
  • Act as quality approver for documents requiring approval from a quality representative.
  • Manage and provide internal SOP and ISO compliance training. Coordinate training across departments. Maintain training databases, and ensure that employees training records are up to date. Ensure new employees are trained on SOPs per specific job function.
  • Ensure that appropriate records are properly controlled. Manage the proper storage and filing of controlled documents.  

 

Qualifications

  • Bachelor's degree in allied sciences, social work, human services or related field
  • 1-year experience in any direct patient care such as but not limited to long-term care, home and community-based services, hospitality/facility setting, case management, and/or working with managed care organizations (may include Medicare and/or Medicaid recipients) possibly through BPO healthcare (member) Philippines setting
  • Associate's Degree in any course
  • 2-year experience in any direct patient care such as but not limited to long-term care, home and community-based services, hospitality/facility setting, case management, and/or working with managed care organizations (may include Medicare and/or Medicaid recipients) possibly through BPO healthcare (member) Philippines setting
  • With active PHRN or Non-PHRN

Additional Preferred Qualifications

  • Experience working with elderly and/or chronically ill patients
  • Experience conducting health assessments with patients
  • Experience interacting with members of the healthcare team
  • Experience assisting patients with health benefits and coordinating care
  • Ability to utilize critical thinking skills

Employer questions

Your application will include the following questions:
  • What's your expected monthly basic salary?
  • How many years' experience do you have as a Quality Analyst?
  • How many years' experience do you have with change management?
  • Do you have an active PHRN license?

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