INTERNAL: PSD Quality Assurance RepresentativePMAX Global

The PSD QA rep is responsible for supporting the PSD operations to ensure quality standards are in place in every call. To do this he/she will:
Listen to, Monitor and score the basis of the call the QA guidelines
Motivate agents by making sure that "what went well" on the calls are also highlighted in the call audits
Identify error trends, improvement opportunities, and risk potentials within PSD
Send Weekly/Monthly QA reports to the Patient Services Leadership team to see QA score trends
Report any HIPAA related violations and Call avoidance
Participate in daily, weekly and/or monthly meetings as needed
Facilitate QA talks to PSD reps and TLs either through scheduled pull-outs or during their process training stint.
Facilitate Call calibrations
Prepare call(s) to listen to for the calibration session
Send meeting invites to the stakeholders
Send final calibration results (Variance, Updates and Other meeting highlights)
Take in phone calls as necessary to help out with high call volume especially during AHOD.
Coach/Provide feedback to reps in certain scenarios (i.e. live call audits; Performance improvement programs and etc.) to ensure errors and improvement areas are discussed as necessary.
Directly reports to PSD QA Lead
Qualifications
Must have basic skills in MS Office applications
Must have Advanced English Writing and Reading skills
Must pass a Pre Screening Evaluation (through IJP or External hiring)
Having experience in a healthcare account is a plus
Having a degree in Medical allied courses is a plus
Skills
Keen to details
Ability to analyze processes, guidelines, and Client-specific directives
Ability to use a computer at an advanced level
Ability to work in a fast-paced and production environment without supervision
Practice email etiquette at all times
ApplicantPro

Cebu City, Cebu
Permanent
Full-time