PRINCIPAL DUTIES/ RESPONSIBILITIES: Team Leader QA is required to oversee the day-to-day operational activities of production teams reporting directly to him/her. This includes ensuring that the team delivers as per set expectations while maintaining the required quality standards and achieving business SLA's and KPI's while aiming for maximum efficiency and cost-effectiveness.
JOB RESPONSIBILITIES Develop objectives for the call center's day-to-day activities Conduct effective resource planning to maximize the productivity of resources (people, technology etc.) Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.) Assume responsibility of budgeting and tracking expenses Hire, coach and provide training to personnel to maintain high customer service standards Monitor and improve ordering, telephone handling and other procedures Evaluate performance with key metrics (accuracy, call-waiting time etc.) Prepare reports for different departments, upper management or clients Audits the calls done by the Chart retrieval agent to the healthcare provider offices to request copies of medical records. Checks for appropriateness of identity and coordinate the method for record retrieval with provider offices. Maintain professional and frequent contact with provider offices throughout the record retrieval process if found inappropriate in audits. Provide accurate and timely updates on the record retrieval status to Cotiviti clients if found inappropriate in audits. Complete all responsibilities as outlined on annual Performance Plan. Complete all special projects and other duties as assigned. ATTRIBUTES AND BEHAVIORS Develops and maintains positive working relationships with others. Shares ideas and information. Assists the team unprompted. Takes pride in the achievement of team objectives. Has credibility with team, peers, and senior managers. Self-motivated – driven to achieve results. Works with a sense of urgency. High customer service ethic – is passionate about meeting customer as well as client expectations and improving service levels. Keeps pace with change – acquires knowledge/skills as the business evolves. Handles confidential information with sensitivity. REQUIRED SKILLS & EXPERIENCE Bachelor's degree or equivalent is mandatory Should have at least 2-3 years' experience as Team Lead in a contact center environment handling voice or non-voice projects for US based client Experience in US Healthcare preferred Strong coaching and people-development skills through call listening, quality feedback, etc. Manage a team size of 18-20 call center associates A solid understanding of data crunching, eye for details and meticulous with documentation. Strong analytical, critical thinking and problem-solving skills. Excellent verbal and written communication skills. Computer proficiency in Microsoft Office (Word, Excel, Outlook) is required; Access knowledge is preferred Knowledge of QC tools is mandatory, Good understanding of QA methodologies, tools, and sampling techniques. Strong organizational skills and adaptive capacity for rapidly changing priorities and workloads. Strong interest in working with large data sets and various databases to create daily reports and Dashboards Provides Quality Assurance feedback by working as a liaison between Chart Retrieval Agents and the Team Lead to ensure 95% call accuracy. Reviews a defined percentage of the Chart Retrieval Agents work to ensure a 95% accuracy rate is maintained. This is for new hires as well as existing staff. 100% of the work is reviewed for a new Hire until they have a consistent 95% accuracy rate Completes internal audits as necessary to support quality accuracy. Recommend additional training based on results of the quality audit for those Chart Retrieval Agents where they fall behind the 95% accuracy rate. Develop an action plan in collaboration with the Team Lead and Manager as needed regarding improvement in the quality of work of Chart Retrieval Agents and reports progress to the Team Lead Must abide by all HIPAA and associated patient confidentiality requirements Comfort in working with team members that are remote and located in the US, India or other geographies. Self-motivated and should have a drive to succeed Must be detail-oriented and flexible to work in a fast-paced, dynamic environment. Proven experience as call center manager or similar position Experience in customer service is required Knowledge of performance evaluation and customer service metrics Solid understanding of reporting and budgeting procedures Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.) Proficient in MS Office and call center equipment/software programs Outstanding communication and interpersonal skills Excellent organizational and leadership skills with a problem-solving ability Positive and patient JOB DEMANDS Candidate should be ready to work in rotational shifts, including night shift as per business requirement. Candidate should be ready to work on Saturday or 6th day as per business requirement. Candidate should be open to occasional requirement to travel (primarily related to training and Company meetings) to India or the US Job Types: Full-time, Permanent
Pay: Up to Php60,000.00 per month
Benefits:
Company events Health insurance Life insurance Pay raise Schedule:
8 hour shift Night shift Supplemental Pay:
13th month salary Expected Start Date: 01/06/2025
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