Quality Control Analyst (BPO U.S. Healthcare) l PASIG | ONSITE | ASAP

Omega Healthcare Management Services Inc.; Pasig; On-site; PHP 240,000 - 360,000; Full time

Job summary

Omega Healthcare Management Services Inc. in Pasig is seeking a QA Specialist to monitor call quality, manage voice recordings, and ensure compliance across campaigns.

The role reports to the Quality Assurance team and focuses on producing accurate quality and productivity reports, coaching agents, and driving process improvements with data-driven feedback.

Qualifications

• Audit and provide feedback and coaching to associates and executives.
• Strong multitasking abilities and attention to detail.
• Excellent MS Excel and MS Office skills.
• Impeccable verbal and written communications.

Responsibilities

• Responsible for call quality monitoring and quality assurance.
• Uploads and manages voice call recordings.
• Ensures quality compliance by sales verification depending on campaign type.
• Provides complete and accurate quality and productivity reports.
• Consolidates and tracks production stats at team and individual levels.
• Provides monitoring evaluations to agents through team leads with recommendations, changes and/or enhancements to improve skills.
• Coordinates and facilitates call calibration sessions; provide feedback and action plans to improve processes.
• Helps train, coach, and assist agents on new quality policies and procedures.
• Performs side-by-side sessions and provide real-time feedback.
• Pinpoints root causes for performance variance.
• Provides recommended intervention activities to address quality opportunities identified.

Skills

Audit & feedback

Multitasking

Interpersonal skills

Active listening

Education

Two years of college

Bachelor's degree

Job description

• Responsible for call quality monitoring and quality assurance

• Uploads and manages voice call recordings

• Ensures quality compliance by means of sales verification depending on the type of campaign.

• Provides complete and accurate quality and productivity reports

• Consolidates and tracks production stats at a team and individual level

• Provides monitoring evaluation/s to agents thru team leads with recommendations, changes and /or enhancements to improve skills

• Coordinates and facilitates call calibration sessions provides feedback and action plans to improve processes

• Helps in providing training, coaching, feedback and assistance to agents in making sure they understand new policies and procedures for quality

• Performs side-by-side sessions and provide real-time feedback

• Skilled in pinpointing root cause/s for performance variance

• Provide recommended intervention activities to address quality metric opportunities identified

Skill Set:

• Ability to audit and give feedback & coach associates and executives.

• Ability to handle multiple tasks simultaneously

• Good Interpersonal & communication Skills

• Active listening and ability to provide feedback

Required Education, Skills, and Qualifications

• Completed at least 2 years in college or Bachelor's degree holder;

• At least 2 years of work related experience (QA);

• Experienced in US Healthcare - Hospital Billing & or Used EPIC Tool

• Able to do multi-tasking;

• Excellent in MS Excel and other MS Office applications;

• Amenable to work in PASIG and on night shift

• Strong attention to details and strict adherence to guidelines

• Impeccable communications skills - verbal and written