质量分析师
Quality Analyst
Sagility 结合行业领先的科技与以转型为导向的BPM服务，以及数十年的医疗健康领域专业知识，帮助客户更贴近其会员。公司通过临床、个案管理、会员参与、供应商解决方案、支付准确性、理赔成本控制和分析等服务，优化整个会员/患者体验。Sagility 在5个国家拥有超过25,000名员工。
此职位的目的是通过提供额外的一致性监控测量，提升通话质量、客户服务处理和文档记录。职位名称：
质量分析师 职位描述：
教育：
需要高中毕业
经验：
至少1-2年在呼叫中心管理呼入电话的经验（如为后台岗位，则需有理赔流程相关经验）
必备技能：
- 具备良好的辅导技巧（根据客服代表的通话质量进行辅导）
- 熟练打字，打字速度较快
- 优秀的书面和口头沟通能力
- 优秀的时间管理能力
- 强大的键盘输入/计算机操作能力，包括 Microsoft Word 和 Excel
- 注重细节，具备良好的观察力
职责与任务：
- 远程监控所有客服代表的客户服务技能，确保通话处理质量、CRS中的准确编码及适当的文档记录。
- 按照适用的SOP完成既定的监控目标。
- 对所有监控的通话向客服代表提供书面和口头反馈。
- 按照标准程序完成每日统计报告和表格。
- 按照要求每天完成质量控制报告，发现错误时对CRS进行修正并记录联系信息。
- 参加每周和每月部门会议，校准监控测量标准。
- 发现客服代表通话质量存在严重违规情况时，立即通知管理层。
- 遵守所有客户SOP及相关工作指导文件。
- 职责可能包括接听主管电话和处理升级问题。
- 确保每日/每周/每月的审计目标达成。
- 确保按照客户要求完成审计，并保持ATA。
- 按照经理指定随时接听电话。
以上陈述旨在说明该职位员工所从事工作的性质和水平。
查看英文原文
Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.
The purpose of this role is to promote excellent call quality, contact handling and documentation by providing an additional consistent monitoring measurement.Job title:
Quality AnalystJob Description:
Education:
High School Graduate is required
Experience:
Min 1-2 years of experience in a call center managing the inbound calls (same experience needed in Claims process in case of back office)
Mandatory Skills:
- Must be good in coaching skills (for coaching the CSR based on their call quality)
- Must be proficient in typing speed
- Excellent written and verbal communication skills
- Excellent time management skills
- Strong keyboarding/computer skills, including Microsoft Word and Excel
- Must be detail oriented with good observation skills.
Roles & Responsibilities:
- Remotely monitors customer service skills of all customer service representatives to ensure quality of call handling, accurate coding in CRS and making appropriate documentation.
- Completes established monitoring objectives in accordance with applicable SOP’s.
- Provides written and oral feedback to the CSR on all calls monitored.
- Completes daily statistical reports and spreadsheets according to standard procedure.
- Completes Quality Control Reports as assigned on a daily basis, makes corrections to CRS when errors exist and documents the contact.
- Attends weekly and monthly department meetings to calibrate monitoring measurements.
- Notifies management immediately of serious infractions in a Customer Service Representative’s call quality.
- Follows all client SOP’s and applicable work related guidance documents.
- Responsibilities may include taking Supervisory calls and escalations.
- Ensure daily / weekly / monthly audit targets are met.
- Ensure audits are completed as per client requirements and ATA is maintained.
- Ensure to take calls whenever needed as specified by the manager.
The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned.
Location:
Work@Home USAUnited States of AmericaOriginally posted on Himalayas