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Pioneer US Healthcare Acct- Quality Analyst Vacancies

2 to 4 Years

With business certificates

Established in 2001
10,000+ Employees

3rd Floor, Skyrise 1, IT Park, Lahug, Cebu City, Cebu

Total vacancies for this job title : 2

Posted On: March 29, 2021

Job ID: 376653

Details



 
WORK BRIEF:
 
We are looking for a mature team member who will be a part of Service Excellence Team under Quality Domain for our Healthcare business (US). This role will, at large, be responsible for auditing and monitoring portions of the operational transactions being conducted on a daily basis and raise red flags to the line manager for any critical observations. 
 
CORE RESPONSIBILITIES
  • Perform quality review of claims based on the documentation provided by client to ensure call quality meets all customer specifications un Healthcare compliance
  • Collects all findings during the audits and perform effective root cause analysis (RCA) along with Agents & Ops supervisors
  • Generate multiple level of analysis from the audit findings and identify opportunities to improve overall process
  • Circulate quality dashboards at agreed periodic intervals to all relevant stake holders
  • Conduct 1-0-1 coaching / feedback on specific error scenarios
  • Provide suggestions to Trainer & Ops on the slow performers who needs additional coaching / refresher on specific areas
  • Tracks all feedback from client and provide constructive information to agents during daily quality team huddle
  • Participates in client knowledge calibration exercise and contribute to internal business calibrations
  • Understanding Policies &Procedures for auditing documents / claims based on instruction guidelines.
  • Record audit findings and prepare audit reports and circulate quality dashboard
  • Organize review meeting and quality briefings to update associates on any quality issues
  • Analyse internal/client feedback and respond with details
  • Handling Feedback sessions efficiently.
  • Periodic knowledge calibration with client or SME.
  • Floor troubleshooting and if required get queries clarified with client.
  • Liaison with other functions and ensure smooth working relations.
Essential Knowledge:
  • Ability to do analytics on the audited reports and present the findings to the management to improve Quality scores
  • Proficiency in MS Office (Outlook, PowerPoint, Excel & Word)
  • Competency in QC tools
  • Knowledgeable about coaching techniques
Essential Skills: 
  • Good at listening, written & oral English communication and Comprehending skills are a must.
  • Open to work in night shifts, shift rotation, weekend working, situational extended work hours during peak ramping season
  • Open to work in a challenging environment.
  • Perform duties asper the company culture, values, policies and procedures.
  • Has positive team spirit and reports to manager of any conflicts or unethical practices.
  • Open to feedback and coaching.
  • Can work under pressure with minimum supervision required.
  • Decisive to make accurate and fact-based judgements on audits conducted.
MINIMUM QUALIFICATION:
  • Graduate of any 4 or 5-year Bachelors Degree
  • 2 years of experience as Quality Analyst in BPO set-up (preferable Healthcare Vertical)
  • Candidate should be based in Cebu

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