Medical Quality Specialist
تفاصيل الوظيفة
KLINIK Medical Center, a leading healthcare provider in Kuwait, is searching for a dedicated and skilled Medical Quality Specialist to join our exceptional team. About the Role As a Quality Assurance Specialist, your goal is to maintain a high and consistent level of customer service and excellent customer experience across the full team through constant monitoring based on pre-set quality assurance guidelines to identify performance gaps, work on root cause analysis and initiate improvement action plans. It is your responsibility that, regardless of the channel used, customers always get a consistently excellent service and experience. Key Duties & Responsibilities:
- Design and implement quality assurance guidelines and evaluation processes for customer service, operational workflows, and departmental procedures.
- Conduct detailed audits of customer service interactions, including phone calls and messaging, to ensure compliance with established quality standards and protocols.
- Develop customized quality monitoring checklists for different areas of the business, including allocating different scoring mechanisms.
- Conduct regular and periodical audits on all functions in the medical center, assessing all touchpoints across the customer journey to ensure experience and service excellence.
- Analyze data from quality audits to identify root causes, trends, issues, and areas for improvement and create detailed action plans.
- Provide clear insight into performance drivers and the levers which impact performance and share regular performance reports with the Customer Experience Manager.
- Build and maintain the detailed knowledge base including all FAQs (Frequently Asked Questions) and detailed processes from all functions.
- Work closely with all teams on the creation of all SOPs (Standard Operating Procedures) and integrate into the Knowledge base.
- Prepare and present regular reports on quality assurance activities and metrics to the Customer Experience Manager.
- Work on the Mystery Customer Program through visit checklist analysis and development of action plans.
- Facilitate training sessions for employees on quality standards and processes.
- Ensure compliance with regulatory standards and industry best practices.
- Monitor compliance with healthcare regulations and standards, ensuring all customer service activities are in line with legal requirements.
- 2+ years experience in a Quality Assurance Role.
- Plus points for being in the healthcare field.
- Bachelor's degree in Nursing is preferred.
- Arabic Speaker with Visa 18.
- Private medical insurance
- Professional development opportunities
- A dynamic and supportive work environment
Apply safely
To stay safe in your job search, information on common scams and to get free expert advice, we recommend that you visit SAFERjobs, a non-profit, joint industry and law enforcement organization working to combat job scams.
