Remote Quality Analyst - Healthcare (Seasonal)

Audit Types

• Teammate audits
• Root cause analysis (RCA)
• Customer satisfaction (CSAT)/net promoter score (NPS) scrubbing
• Resolution rate
• Average handle time (AHT)
• Policy adherence audits
• Compliance checks

Roles and Responsibilities

• Audit calls/interactions/transactions for aligned teammates
• Coach teammates for performance improvement (campaign specific)
• Report performance for an aligned span on a daily/weekly/monthly basis
• Provide inputs and basis audits for briefings and trainings which need identification
• Partner with team leaders (TL) in leading team meetings for metrics improvement
• Identify and escalate any potential quality issues per defined process
• Isolate and report defects
• Verify defect fixes
• Suggest process/system improvements based on common customer concerns
• Accomplish other responsibilities assigned by management
• Drive quality initiatives, contests, and campaigns for the assigned span
• Be updated on knowledge, and serve as an SME for the campaign/LOB

Technical Skills and Qualifications

• A graduate of any course is preferred
• Minimum 1 year work experience as a quality analyst
• Basic skills in Excel or Google Sheets
• Problem-solving skills
• Familiarity with applying basic quality tools, such as cause and effect, histogram, correlation, etc.
• Experience working in the Healthcare Fields/Branches
• Able to work from home (Stable internet / Private workspace)

Soft Skills

• Strong customer centricity
• Assertively provides constructive feedback
• Good written and verbal communication skills
• Thinks logically
• Manages conflicts
• Pays strong attention to detail
• Works with minimal supervision
• Demonstrates initiative and good judgment
• Works on multiple projects and is versatile
• Establishes and maintains effective working relations with a wide variety of individuals
• Works with a diverse team
• Has a “continuous improvement” mindset

Personality Traits

• Demonstrates a clear thought process
• Articulates clearly
• Exercises conscientiousness and diligence
• Exercises assertiveness