QUALITY ANALYST

Salary not specified

ACCESS HEALTHCARE SERVICES PHILIPPINES INC
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TAGUIG CITY, NCR, FOURTH DISTRICT
Educ level not specified
Permanent

Job Description

Posted on 23 May 2025
Access Healthcare is looking for dedicated and detail-oriented Quality Analysts to join our Healthcare team. The ideal candidate will have 1 to 3 years of experience auditing calls for healthcare accounts, ensuring adherence to quality standards, compliance requirements, and customer satisfaction metrics (CSAT).
Key Responsibilities:
  • Conduct regular audits of inbound and outbound calls for healthcare accounts to evaluate compliance, quality, and customer satisfaction.
  • Identify areas of improvement and provide actionable feedback to agents and supervisors to enhance performance.
  • Ensure all communication aligns with client-specific quality guidelines and regulatory compliance standards.
  • Collaborate with the training and operations teams to address gaps in processes and agent performance.
  • Generate and present detailed quality reports to management, highlighting trends, key observations, and recommendations.
  • Monitor and track the effectiveness of quality improvement initiatives and agent coaching sessions.
  • Stay updated on healthcare regulations and industry best practices to ensure compliance and operational excellence.

Qualifications/Requirements

Qualifications:
  • 1 to 3 years of experience in a Quality Analyst role within a BPO setting, specifically for healthcare accounts.
  • Strong knowledge of healthcare industry standards, compliance requirements, and US healthcare laws.
  • Proficiency in call auditing techniques and quality monitoring tools.
  • Excellent analytical and problem-solving skills.
  • Strong communication and interpersonal skills for effective feedback delivery.
  • Detail-oriented, with the ability to identify trends and insights from large data sets.
  • Familiarity with CSAT metrics and strategies to enhance customer satisfaction.

Work location

TAGUIG CITY, NCR, FOURTH DISTRICT

Remarks

No additional remarks

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About the company

Access Healthcare provides business process outsourcing, application services, and robotic process automation tools to hospitals, health systems, providers, payers, and related s...

Industry

HEALTH AND SOCIAL WORK

Employment size

200 and over (Large)

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