Quality Assurance Analyst for pioneer healthcare account i cebueTeam Workforce Private Corporation

QUALITY ASSURANCE ANALYST FOR PIONEER HEALTHCARE ACCOUNT I CEBU
 
Job Description:
Prepare Daily, weekly Operations report on Metrics such as Chat Volumes, AHT, CSAT etc. and other operational metrics
Analyze calls, chat, transactions, reports and check for any deviance, errors etc.
Excellent MS Excel/Access skills
Good Analytical capability
This position provides responsible technical support ensuring quality of care standards by providing assistance, consultation, and making recommendations to management and staff
Gather, organize and interpret data to support accountability across human capital strategy, policy and programming to sustain a high-quality, integrated and cross-functional service delivery model.
Develop, refine and monitor department performance metrics and utilize wide range of approaches to information-sharing as determined by the audience/stakeholder.
Qualifications & Mandatory Skills:
College/Bachelor's Graduate with of any field
2-4 years of which is relevant quality analyst experience
Monitor the schedule's, chat volume, AHT, every parameters to meet the targets of the client, through tools(provided by the clients)
Good knowledge MS Office (primarily excel)
Should knowledge of real-time - Experience with voice and non-voice contact center reporting and metrics.
Good Interpersonal & people management skills with Good problem solving approach.
Good analytical skills for MIS, number crunching & reporting to internal & external customers.
Ability to exercise managerial judgment and perform as a mentor.
Knowledge of Voice reporting systems(BPO industry) will be an added advantage