Quality Analyst - Healthcare Account | Pasasy
About the role
As a Quality Analyst for the healthcare account at access healthcare, you will play a vital role in ensuring exceptional customer service and operational excellence within our Pasay City, Metro Manila call centre. In this full-time position, you will be responsible for monitoring, analysing and improving the performance of our customer service agents to deliver the highest quality of support to our valued healthcare clients.
What you'll be doing- Conduct regular call monitoring and quality audits to assess agent performance and identify areas for improvement
- Provide constructive feedback and coaching to agents to help them enhance their skills and customer service delivery
- Analyse customer feedback, complaints, and other data to identify trends and opportunities for process enhancements
- Collaborate with the management team to develop and implement quality assurance initiatives and training programmes
- Ensure strict adherence to client service level agreements, regulatory requirements, and internal policies and procedures
- Contribute to the continuous improvement of our call centre operations and customer experience
- 1-3 years of experience in a quality assurance or call centre quality analyst role, preferably within the healthcare industry
- Strong analytical and problem-solving skills to identify and address performance issues
- Excellent communication and interpersonal abilities to provide effective feedback and training to agents
- Thorough understanding of call centre operations, quality assurance best practices, and customer service metrics
- Working knowledge of healthcare industry regulations and compliance requirements
- Proficiency in using data analysis tools and quality monitoring software
- Ability to work collaboratively in a fast-paced, dynamic environment
What we offer
At access healthcare, we are committed to providing our employees with a supportive and enriching work environment. In addition to a competitive salary, you can expect:
- Comprehensive healthcare benefits package
- Opportunities for professional development and career advancement
- Flexible work arrangements and a comfortable, modern workspace
- A vibrant, diverse, and inclusive company culture
- Team-building activities and social events to foster connection and collaboration
About us
access healthcare is a leading provider of healthcare-focused business process management services. With a strong presence in the Philippines, we partner with some of the world's largest healthcare organisations to deliver exceptional customer service, clinical support, and administrative solutions.Our mission is to transform the healthcare experience through innovative and technology-driven solutions, all while creating a rewarding and fulfilling work environment for our talented team.
Apply now for this exciting opportunity to join our growing team at access healthcare.