Urgently hiring for one of our direct clients in the Philippines.
Job Title: Lead Associate-Transactional Quality (USRN)
Location: Metro Manila
Work Mode: Night Shift (WFH)
Responsibilities
- Complete Daily Quality checks as per the process requirement
- Provides on time Feedback to the agents for the errors identified
- Conduct Customer comeback analysis for all the errors received from the clients
- To meet the monthly sampling numbers as per the defined target
- Complete the feedback targets as specified in the QSD
- Contribute brainwave ideas to improve the process
- Complete the WB Role Roadmap within the stipulated time
- Prepare all team and client related reports for Quality
- Complete RCA for all the errors identified
- Ensure the QA process adheres to ISO guidelines
- Identify the improvement areas for staff and share it with the AM- Quality
- Communication with clients on a periodic basis
- Complete the Calibration exercise on a periodic basis as defined
- Create Error analysis/RCA Report within the defined timeline
- Attend all the development and quality trainings that are identified for a QA
- Help operations in identifying the training needs for the ops associates
- Drive projects and be part of the projects that are identified in the team
Required
- Has minimum of at least 2-3 years of experience in a Clinical Auditing role handling a USRN Healthcare account
- Graduate of BS Nursing, licensed PHRN and must be a US-Licensed Registered Nurse - current and unrestricted license to practice nursing in at least one state of the United States
- Solid knowledge and experience in the US Healthcare vertical
- Analytical skills and time management
- Excellent Communication skills verbal and written
- Coaching and Feedback
- Conflict Management
- Interpersonal skills and people skills
- Good command over MS Office
