Quality Analyst (Healthcare Service Desk)
Arbeit Infotech Inc. Cebu Full-time
Quality Analyst (Healthcare Service Desk)
Your Day-to-Day- Monitor all interactions (calls, emails, Salesforce logs, Excel sheets) and ensure accuracy, with timely feedback provided to the operations floor.
- Coordinate and facilitate call calibration sessions and training for call center staff.
- Publish quality trends, feedback, and improvement/enhancement reports.
- Conduct quality monitoring and coaching sessions.
- Interact with clients in a tactful and courteous manner.
- Produce quality reports and dashboards, such as TNI and Pareto analysis.
- Drive process improvement initiatives and ensure process compliance.
- Contribute to the development of short- and long-term process goals.
- Ensure quality and CSAT targets are consistently met.
- Drive first-call resolution and quality initiatives within the program.
- Excellent oral, written, and interpersonal communication skills.
- Exceptional listening and analytical abilities.
- Intermediate-level proficiency in MS Office applications.
- Strong attention to detail and accuracy in work.
- Experience as a Quality Analyst in a Healthcare Service Desk environment (non-negotiable requirement).
RecruitNest ConsultingCebu City
Consulting & Services (BPO)
About the Job:
We are looking for a Quality Analyst (Healthcare Service Desk) to join our client's team and help ensure the delivery of high-quality support services within a healthcare service desk environment. In this role, you...
Manulife Business Processing ServicesLapu-Lapu, 6 km from Cebu City
QUALITY ANALYST
The Quality Assurance Analyst is responsible for evaluating contact center calls and transactions to ensure accuracy, compliance with policies, and a high-quality customer experience. This role analyzes error trends, prepares...
RecruitNest ConsultingCebu City
BPO)
About the Job
We are looking for a Quality Analyst (Healthcare Service Desk) to join our client's team and ensure the delivery of high-quality support services within a healthcare service desk environment. In this role, you will evaluate customer...