Quality Assurance Analyst

Wipro


Date: 2 weeks ago
City: Cebu City
Contract type: Full time
QA Analyst

B1 - Cebu City

  • Evaluate Quality of work and Coach a team and oversight to maintain quality level and take remdiate
  • Monitor random transactions/cases to improve quality, minimizing errors and track operative performance
  • Team mentoring & coaching individual associates who may fall below desired performance
  • Monitoring and ensure to meet quality targets (daily/weekly and monthly)
  • Maintain a strong knowledge of products and services for customers that we are servicing
  • Continuously contribute towards process improvement
  • Report out Quality performance via the Quality reports and trackers (daily/weekly/monthly)
  • Coach and counsel agent wherever needed
  • Engages in Calibrations(internal & external)
  • Identify process pain points, run root cause analysis and recommend process improvement
  • Act as a SME if required (Floor support)
  • Ability to investigate and take action on unresolved cases.
  • Good Knowledge of Contact Center, RCM process.
  • 2-4 years of overall Experience in US healthcare operations
  • 1 years exp in quality operations
  • Good communication skills -Grammar, Punctuation and Spellings (R, W, S)
  • Able to accept ownership for effectively solving customer (patient) issues, complaints and inquiries, keeping customer satisfaction at the core.
  • Good speaking skills over the telephone, Voice skills
  • Good writing and comprehension skills
  • Excellent interpersonal and customer service skills
  • Ability to explain technical issues to technical and nontechnical employees and customers
  • Proficient with or the ability to quickly learn an array of process and product changes

Technical skills

  • Basic of MS office tools, outlook, internet
  • Basic working knowledge on computer

Behavioral Skills:

  • Highly self-motivated to deliver superior customer experience
  • High energy level and personal resilience
  • Integrity and desire to comply with all legal and moral standards
  • Service and quality oriented as well as customer focused

Customer Service(Product&Service)

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