Quality Assurance Coordinator
Posted on :
06-11-2024
Employer Active
1 Vacancy
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Job Description
- To support the team members with answering the daily inquiries.
- To provide couching, guidelines, and education to the team members.
- To monitor the skillsets assignment and the workflow and the volumes.
- To provide the approved quality trainings and to ensure the efficiency of the team members.
- Daily calls quality assessment using the calls recording system.
- Assisting call center agents with handling the complaints and patients’ challenges.
- To monitor the real time display screen and to apply the necessary changes in order to maintain the abandoned calls target.
- Assigning the daily breaks and monitor the agent’s attendance.
- To monitor the agent’s productivity and to provide a daily agents performance report.
- To assist the team leader with the daily duty Rota.
- Demonstrates ability to prioritize tasks ensuring effective functioning of the area.
- Follows the chain of command in reporting incidents or concerns.
- Prioritizes workload and completes correspondence in a timely manner.
- Provides information to prospective customers and hospital staff by answering all specific inquiries regarding patients’ queries.
- Ensures safe working environment through strict compliance with Hospital Policy and Procedure regarding safety, infection and security.
- Promotes incident, customer complaint reporting to improve patient and family care.
- Answers phone call in a polite and cordial manner. Maintains proper telephone etiquette.
- Facilitates patients to find the most appropriate physician for their questions and / or health related complaints.
- Provide patients with brief history of physicians’ accreditations and areas of specialty and other data which is relevant to the appointment type.
Employment Type
Full Time
Key Skills
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