Quality Analyst l Insurance Account l Cebu Site l APPLY NOW
Job details
Education and Experience • Must possess a Bachelor’s/College degree in any field. • A minimum of 1 year experience in customer service voice account required. • A minimum of 1 year experience as a quality analyst; insurance background preferred. • Extensive knowledge of insurance contracts, medical, hospital, and dental procedures preferred. • Proven track record of performance. Summary of Position Responsible for auditing end-to-end interactions between agents and callers, including follow-ups made by the agents, and timely and accurate completion of standard and ad hoc quality reports and analysis. Develop recommendations for quality remediation plans. Principal Accountabilities • Audit end-to-end interactions between agents and callers, including follow-ups made by the agents via remote and side-by-side call listening. • Ensure timely and accurate completion of standard and ad hoc quality reports and analysis. • Work closely with operations to identify development areas for the team and define a roadmap for success. • Develop and train self and co-workers. • Collaborate with other departments to research and resolve issues. • Suggest and share ideas for system and process improvement. • Lead calibration sessions between clients and operations to drive consistency. • Perform other duties as assigned. Position Success Criteria • Strong customer service skills and professionalism. • Knowledge of the insurance industry. • Ability to multitask. • Great attention to detail. • Excellent communication skills, written and oral. • Excellent interpersonal skills - ability to effectively give and receive feedback at all levels. • Proficient in computer skills and aptitude, including MS Office applications, email, Internet Explorer, etc. • Excellent organizational and time management skills; ability to meet deadlines in a high-demand environment. • Flexibility to work on a shifting schedule. • Ability to adapt to changes quickly and think conceptually. • Solid problem-solving skills. • Demonstrated creativity, flexibility, and ability to motivate and coach others. • Dependable with proficient attention. #J-18808-Ljbffr
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