Call Quality QA Analyst & Coach (Night Shift)

Omega Healthcare Management Services Inc.; Cebu City; On-site; PHP 279,000 - 391,000; Full time

Job summary

Omega Healthcare Management Services Inc. is seeking a quality assurance professional to monitor call quality and manage QA for campaigns. You will upload recordings, generate reports, and consolidate production stats at team and individual levels.

You will provide coaching, feedback, and real-time guidance to agents and team leads, coordinate calibration sessions, and identify root causes for performance variance with recommended interventions to improve quality metrics.

Qualifications

• 2+ years of QA experience in US healthcare.
• Experience with hospital billing and EPIC.
• Proficient in MS Excel and MS Office.
• Able to work in Cebu and night shift.
• Strong attention to detail and adherence to guidelines.
• Impeccable communications skills - verbal and written.

Responsibilities

• Monitor call quality and perform QA for campaigns.
• Upload and manage voice call recordings.
• Provide quality and productivity reports.
• Consolidate team and individual production stats.
• Give feedback and coaching to agents and team leads.
• Coordinate calibration sessions and action plans.
• Identify root causes for performance variance and suggest interventions to improve quality metrics.

Skills

QA feedback & coaching

Multitasking

Interpersonal communication

Active listening

Education

Bachelor's degree

Two years of college

Tools

EPIC Tool

MS Excel

Job description

Omega Healthcare Management Services Inc. is seeking a quality assurance professional to monitor call quality and manage QA for campaigns. You will upload recordings, generate reports, and consolidate production stats at team and individual levels.

You will provide coaching, feedback, and real-time guidance to agents and team leads, coordinate calibration sessions, and identify root causes for performance variance with recommended interventions to improve quality metrics.