Gratitude Inc. is a leading professional HR Tech Recruitment firm specializing in recruiting permanent, contract, and temporary positions for the world's top companies. Our base is in India, Philippines, Malaysia, Kenya, Nigeria, Singapore, Vietnam, Thailand, and USA. We are a Direct Sourcing Partner Company of the different top BPOs offshore and onshore.

We have an urgent hiring for an Executive Quality Analyst with a healthcare background, for our BPO Partner located in Taguig City.

Position: Executive Quality Analyst - Healthcare

Work Timing: Shifting

Salary: 35K + 2K allowances

Qualifications:

• College degree or relevant experience in education, communication, or quality assurance preferred.


• Open to undergraduates with relevant experience


• 2-3 years experience in BPO set-up on the said role is required with healthcare experience.


• Extensive knowledge of MS Office


• Strong contact center background and dedication to quality & improvement.


• Proven quality results and an understanding of what constitutes a quality product/interaction


• Ability to identify opportunities for improvement in our processes & struggles with our associates.


• Excellent oral, written, and presentation skills; ability to deliver positive and negative feedback effectively to a variety of audiences with sensitivity and confidentiality.


• Ability to effectively mentor associates remotely.

WORK BRIEF:

• The primary purpose of this position is to identify, analyze, and enhance the competencies of associates and ensure delivery of service level quality metrics per our customer agreement in alliance with the company's core values. This person would be responsible for performing a variety of tasks including but not limited to auditing, creating & reviewing quality reports, trending and analyzing audit/feedback results, and being the point of contact for questions and client communications. The individual serves as an expert resource for the organization on processing knowledge for the assigned unit and associated quality measures.

CORE RESPONSIBILITIES

• Constant analysis of quality metrics at an individual, team, and organizational level.


• Provide timely quality follow-through in the form of audits, side-by-side, kickstart meetings, and development sessions.


• Develop and maintain a repository of internal monitoring results & feedback to identify trends and target improvements.


• Ensure communication with other Quality Analysts exists while passing new information to team members & support the team in developing/maintaining new training material and initiatives geared towards quality improvement.


• Stay abreast of the new trends and tools in employee development.


• Support the Service Quality unit by identifying new initiatives to include expanding the quality program scope and maintenance of processing models, guidelines, and scoring methodologies.


• Performs other work-related duties as assigned.

To apply, please submit your updated resume on this post or via email at isay@gratitudephilippines.com and answer the pre-screening questions.

Further details will be discussed once invited for an interview.

Our recruitment team will reach out to you via WhatsApp or direct call once shortlisted.

APPLY NOW!