Call Quality Agent - Healthcare Sector
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Key skills for this role
About the Role
Monitor and evaluate recorded and live customer interactions to ensure compliance with healthcare quality standards and organizational policies. Assess call quality, accuracy of information provided, professionalism, communication skills, and adherence to established procedures.
Key Skills for This Role
Full Job Posting
Overview
- Monitor and evaluate recorded and live customer interactions to ensure compliance with healthcare quality standards and organizational policies.
- Assess call quality, accuracy of information provided, professionalism, communication skills, and adherence to established procedures.
- Conduct regular quality audits of calls, emails, chats, and patient service interactions.
- Identify service gaps, process deviations, and areas requiring improvement through detailed quality assessments.
- Prepare quality evaluation reports and provide actionable feedback to call center agents and supervisors.
- Ensure compliance with healthcare regulations, patient confidentiality requirements, and data privacy standards.
- Analyze quality trends and performance metrics to identify recurring issues and recommend corrective actions.
- Support the development and implementation of quality assurance processes, standards, and monitoring tools.
- Collaborate with supervisors and trainers to address performance deficiencies and improve service quality.
- Participate in calibration sessions to maintain consistency and accuracy in quality evaluations.
- Track agent performance against quality benchmarks and key performance indicators (KPIs).
- Conduct root cause analysis of patient complaints, service failures, and quality concerns.
- Recommend process improvements to enhance patient experience, operational efficiency, and service delivery.
- Maintain accurate records of quality assessments, findings, and improvement initiatives.
- Provide coaching support and guidance to agents on communication skills, compliance requirements, and customer service best practices.
- Monitor adherence to call scripts, workflows, appointment scheduling procedures, and healthcare service protocols.
- Assist in developing quality scorecards, evaluation criteria, and performance monitoring frameworks.
- Generate periodic quality reports for management highlighting trends, risks, and improvement opportunities.
- Support internal audits, accreditation requirements, and quality compliance initiatives.
- Ensure timely escalation of critical issues, compliance breaches, and patient safety concerns to relevant stakeholders.
- Participate in training sessions and quality improvement projects to enhance overall call center performance.
- Review customer feedback, satisfaction surveys, and complaint records to identify service improvement opportunities.
- Work closely with operations teams to implement corrective and preventive actions based on quality findings.
- Monitor consistency in patient communication to ensure a professional, empathetic, and patient-centered approach.
- Contribute to continuous improvement initiatives aimed at increasing service quality, patient satisfaction, and operational excellence.
- Pay: QAR1.00 per month
Education
- Bachelor's (Required)
Experience
- Call Quality Assurance : 3 years (Required)
Language
- Arabic (Required)
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