Job Responsibilities
- Monitor inbound and outbound calls for quality assurance, ensuring agents adhere to scripts, procedures, and compliance regulations.
- Evaluate agent performance based on criteria such as accuracy, empathy, communication clarity, and adherence to policies.
- Provide detailed feedback and actionable insights to agents based on call evaluations, focusing on areas of improvement and best practices.
- Collaborate with the training team to recommend coaching sessions or refresher courses for agents needing improvement.
- Attend calibration sessions to align quality scoring criteria across the quality and operations teams.
- Serve as point of contact for all quality-related queries for internal and external stakeholders.
- Generate reports on call quality scores, trends, and agent performance metrics.
- Work closely with supervisors, managers, and other stakeholders to recommend changes that enhance the overall quality of patient experience.
- Assist in updating call scripts, procedures, and quality standards to align with evolving business needs and customer expectations.
Qualifications:
- At least 2nd year college finisher without any back subject
- Minimum 4 years of experience in a call center or customer service environment, with prior exposure to quality assurance preferred.
- Familiarity with healthcare billing, insurance claims processing, and medical terminology.
- Amenable to work onsite and night shift in Cebu
Why Join Us
At Cognizant, we don't just offer jobs—we build careers that thrive in the digital era.
- Growth That Matters – Clear career paths, continuous learning, and opportunities to move into leadership or specialized roles. You're not just filling a seat—you're building a future.
- Support That Empowers – A collaborative culture where your voice is heard, your ideas matter, and your well-being is prioritized through strong benefits and work-life balance.
- Impact That Inspires – Work on global accounts that shape industries, influence millions of users, and give you a sense of purpose beyond the paycheck.
Your future starts here—grow, thrive, and make an impact with Cognizant.
