Quality Analyst

Abbott


Date: 1 day ago
City: Taguig
Contract type: Full time
Responsible for monitoring incoming and outgoing calls to ensure quality, customer service, and adherence to Abbot’s policies and procedures, including HIPAA and compliance.

Key Responsibilities

  • Monitor and evaluate transactions, whether voice or non-voice, of assigned entity and team
  • Accurately score transactions to gauge employee’s quality performance based on organizational and departmental policies and requirements.
  • Establish quality standards that assess adherence to company, regulatory, and HIPAA policies and procedures.
  • Through call monitoring identify training needs or disciplinary actions which will be reported to appropriate Manager.
  • Creation and implementation of worksheets for scoring teammates as well as the creation of reports for Managers regarding their employees.
  • Constantly looks for ways to improve and promote quality of work, agent

development, and process flow.

  • Stays aware of any negative trends from the initial customer experience that can be corrected.
  • Keep management and teammates abreast of any scripting and or any account

documentation changes.

Qualifications

  • Third Level Degree or equivalent
  • Proficiency in MS Office Applications – Outlook, Excel, PowerPoint, and Word.
  • Ability to prioritize and manage multiple responsibilities.
  • Experience handling tasks where attention to detail is critical to success.

Preferred Skills

  • Candidate must be proficient with PC applications including MS Office (Word, Excel, PowerPoint).
  • Excellent attention to detail and problem-solving skills.
  • Strong communication and interpersonal skills.
  • Ability to analyze data and generate reports.
  • Ability drive process improvements, and implement quality assurance procedures.

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