Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm) Position Summary: Coordinate and drive the entire Quality support framework which includes Auditing, Updating Solutions, CSAT & FTR Analysis & providing training Direct the improvement in the various processes, recognize the need for changes, and initiate appropriate improvement actions to enhance operating effectiveness Develop a strong customer connect and act as a Cultural Agent for Process Excellence Primary Responsibilities: Conduct Quality Audits of Inbound calls, Emails & Web cases for allocated advisors Follow Quality Assurance guidelines/procedures with an eye on customer satisfaction and FTR Perform Quality Assurance Feedback as related to quality audits. Record feedback and to let the Advisors know about his/hers areas of improvements Develop standard RCA methods to avoid any repeatability of errors Design, develop and/or enhance training materials and Knowledge Management Portal that will provide HRdirect staff with the appropriate skills, knowledge, and competencies to meet/exceed the quality and performance expectations of their position Assist in designing, developing and revising training modules and KM based on identified needs Support/conduct new hire and/or refresher trainings as needed. To continuously counsel and coach the team on existing and updated solutions Participate in monthly meetings with managers to identify ongoing refresher training needs Lead and assist in process changes in HRdirect, COEs and keep KM up to date having partnership with COE and HCP groups Support in FAQ preparation for new topics/projects by OGS and same to be uploaded to KM Drive Quality culture to establish CAPA (Corrective and Preventive action) on Noncompliance. GAP analysis on compliance to documented SOP Ensure continual improvements in all metrics (Customer Satisfaction, FTR and Quality). Participate and help support APAC level projects, related to process and systems to improve key metrics Replicate Best practices at regional level and drive implementation Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so Required Qualifications: College Graduate Solid experience in QA Audit in contract center industry Experience in HR Shared Services Experience in HR lifecycle and managed HRIS Experience in training in classroom, webinar and blended learning environments WebEx or other Virtual Training Platform experience Possess excellent time management and prioritization skills Amenable to work in Taguig
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Taguig City, Metro Manila
Permanent
Full-time
Permanent
Full-time
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UnitedHealth Group
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Position QA Analyst - hr shared services - taguig city, ncr recruited by the company UnitedHealth Group at MetroManila, Manila, Taguig, Joboko automatically collects the salary of , finds more jobs on QA Analyst - HR Shared Services - Taguig City, NCR or UnitedHealth Group company in the links above
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