Quality Assurance Of....
Quality Assurance Officer
Posted on :
30-03-2024
Employer Active
1 Vacancy
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Jobs by Experience
3 - 6 years
Monthly Salary
Not Disclosed
Salary Not Disclosed
Nationality
Any Nationality
Gender
Male
Vacancy
1 Vacancy
Posted on :
30-03-2024
Job Description
Req ID : 2677047
- Evaluates both verbal and written customer contact by Agents. This team member participates in the design of all quality monitoring formats and quality standards.
- Fairly and consistently reviews the calls and emails of Call Centre Agents for accuracy and coaches each Agent for success in executing superior service and quality to the customers.
- Documents the call quality results and provides feedback and trend data to the Supervisors and Manager as required.
- Monitors Agents’ calls and review emails & messages for accuracy of information and call handling standards, and ensures that Agents are delivering a high level of customer service.
- Verifies that agents are providing accurate solutions to customers.
- Records evaluations utilizing departmental quality monitoring forms.
- Delivers coaching feedback to agents on call and email performance.
- Provides Supervisors and the Manager with regular performance feedback on the agents.
- Assists with quarterly program by working on the delivery of the surveys and evaluating customer feedback received from the surveys.
- Prepares and analyses quality reports for Management review.
- Participates in the design of quality monitoring forms and quality standards.
- Primarily in-office support of clients and agents, with some travel as needed.
- Able to work extended hours when required.
- Able to sit or stand for frequent periods in the same location with minimum opportunity to move about.
- Ensures quality and patient safety practices are followed at all time.
- Provides and promotes People Centered care concept by involving Patient and family in all activities affecting their care and choices as applicable.
- Promotes inclusive health by working on initiatives to provide equitable and accessible care to patients and families with special needs.
Employment Type
Full Time
Key Skills
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