Quality Assurance - Healthcare
About the role
Join Firstsource Solutions Limited' as a Quality Assurance - Healthcare professional based in Cebu Central Visayas. In this full-time role, you will be responsible for ensuring the highest standards of service delivery within the healthcare call centre operations.
What you'll be doing- Monitor and audit call recordings and customer interactions to identify areas for improvement
- Provide detailed feedback and coaching to call centre agents to enhance their performance
- Develop and implement quality assurance processes and guidelines
- Analyse key performance indicators and metrics to identify trends and opportunities for optimization
- Collaborate with the management team to drive continuous improvement initiatives
- Ensure compliance with internal policies, industry regulations and client requirements
- Proven experience in a quality assurance or call centre monitoring role, preferably within the healthcare industry
- Strong understanding of quality assurance principles and best practices
- Excellent communication and interpersonal skills to provide effective feedback and coaching
- Proficiency in data analysis and the ability to interpret performance metrics
- Problem-solving skills and a continuous improvement mindset
- Familiarity with call centre operations and customer service processes
What we offer
At Firstsource Solutions Limited', we are committed to providing a supportive, inclusive and rewarding work environment. You'll have access to a range of employee benefits, such as comprehensive healthcare coverage, opportunities for career development, and a collaborative team culture that values your contributions.
About us
Firstsource Solutions Limited' is a leading global provider of customer engagement, digital solutions, and business process management services. With a strong presence in the healthcare sector, we are dedicated to delivering exceptional experiences to our clients and their customers.Join our team and be a part of our mission to transform the way businesses interact with their customers.
Apply now to become our next Quality Assurance - Healthcare professional.