Quality Specialist (Healthcare Account)
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Position Title: Quality Specialist (Healthcare Account)

Job Location: Clark Freeport Zone, Pampanga

Why we’re awesome?

As the fastest-growing outsourcing solution in North America, SupportNinja is redefining the BPO space. Our mission is to “Show the World a Better way to Outsource”.

What does this mean?

We are more than just a call center - we challenge the status quo with the greatest people and the latest technology. SupportNinja provides a personalized, modern and ethical approach that allows us to provide faster, smarter support than our competitors.

We work with some of the world's most disruptive companies across the tech, lifestyle, music, and e-commerce spaces. Our services include customer support for apps, content moderation for streaming music services, B2B lead generation for SaaS companies, and back-office support for one of the world’s largest nonprofits.

Our client roster includes Sports Illustrated, HotelTonight, Warner Music/Level, Bill and Melinda Gates Foundation, SeatGeek, and more. SupportNinja is one of the 100 fastest-growing private companies in the US, one of the fastest-growing companies to come out of Austin, a recipient of the Austin A-List Awards, and has been listed as a Best Place to Work.

Join us in our quarterly retreats, our welcoming office spaces, and see why we double in size year after year!

Be a Ninja and enjoy the following benefits:

  • Fun, fast-paced environment where you can stretch your creativity
  • Stress-free start up accounts
  • HMO upon hire + 1 dependent upon regularization!
  • Life Insurance upon hire
  • 10 Paid time off upon regularization + 1 Birthday leave every year!
  • Competitive Salary

Job Responsibilities:

The Quality Assurance Specialist is responsible for promoting and maintaining the company’s quality standard processes and procedures through monitoring, calibration, reporting data analysis results, feedback to all departments, and coaching.

  1. Monitors, calibrates, and supports the quality standards set by the clients and the company
  2. Evaluates voice, email, and chat interactions on customer service skills, product knowledge, technical skills, policy, procedure, and compliance adherence
  3. Assists agents in achieving client quality and customer satisfaction goals as set by the program or client
  4. Safe keeps all documented quality processes and create new processes as required
  5. Provides coaching and feedback to the agents to ensure customer service meets the quality standard
  6. Initiates and participates in process improvement activities relating to Quality Assurance
  7. Analyzes customer satisfaction and dissatisfaction data to recommend solutions with the use of Root Cause Analysis methodologies
  8. Communicates recommendations for improvements of accounts/programs
  9. Serves as subject matter expert for ninjas relating to customer service, technical support, and data entry improvements; works closely and collaboratively with Quality Supervisor
  10. Interacts with Operation Leaders for any potential quality call out; creates guidelines for quality improvement and call-out prevention

Qualifications:

  1. At least 1-year experience as a Quality Specialist for external applicants or 2 years minimum as a production agent in a BPO setting
  2. Extensive experience and expertise in various Quality Assurance tools
  3. Proficient in MS Office and Google Docs with expertise in using Excel or Google Sheets
  4. Experienced in various coaching techniques
  5. Strong communication skills
  6. Excellent in time management
  7. Good background in handling email, chat, voice, and back-office type of customer contacts

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.