Job Title: Quality Consultant (Temporary Project Role - BPO)
Location: Philippines (US Healthcare Hybrid Process: Back Office + Voice)
Role Type: Temporary Project Role (Contract-based)
Job Description:
We are seeking an experienced Quality Consultant to lead and establish a comprehensive quality audit program for our hybrid BPO operations. This role will focus on designing, implementing, and managing quality controls for both back-office and voice processes, including a mix of inbound and outbound calling. The Quality Manager will ensure all client operations meet service level agreements (SLAs) and continuously improve through targeted feedback and calibration.
Key Responsibilities:
1. Understand Current Operations:
Responsibility:
Collaborate with Operations Managers and Team Leaders to gain an in-depth understanding of the existing hybrid processes (Back Office + Voice).
Analyze the current workflows, identify gaps, and define key quality metrics based on client needs.
Deliverable:
Operations Mapping Report: A detailed report that maps out the entire client operations teams, workflow of current client operations, identifying key CSAT levers, current gaps, and areas for improvement.
Quality Metrics Documentation: A documented list of initial KPIs, quality benchmarks, and key quality metrics to be implemented for performance measurement.
2. Design Quality Parameters & Audit Program:
Responsibility:
Develop a comprehensive quality audit framework, including call and transaction sampling methodologies.
Establish key performance indicators (KPIs) and quality parameters for assessing front-line agents' performance.
Create standardized audit sheets to measure call quality and back-office task performance.
Deliverable:
Quality Audit Framework: A fully documented audit process, including KPIs, quality parameters, and methodologies for sampling calls and transactions.
Audit Sheets/Forms: Custom audit sheets/forms for voice (inbound and outbound) and back-office processes, designed to capture critical quality data points.
3. Quality Control Implementation:
Responsibility:
Implement a daily call and transaction sampling mechanism to review and assess agent performance.
Design and oversee the development of quality audit dashboards for real-time monitoring.
Deliverable:
Daily Sampling Program: A defined mechanism that specifies how calls and transactions will be sampled and assessed each day.
Quality Dashboards: An interactive, real-time quality monitoring dashboard for key stakeholders, showcasing agent performance metrics across both voice and back-office processes.
4. Training Program for Quality Auditors:
Responsibility:
Develop and execute a comprehensive training program for Quality Auditors, covering audit techniques, tools, and reporting standards.
Ensure auditors understand both voice and back-office auditing processes.
Deliverable:
Training Materials & Program: Comprehensive training manuals and workshops designed to upskill auditors on quality audit processes for both call center (voice) and back-office operations.
Training Completion Report: A documented list of auditors who have successfully completed the training, along with an assessment of their competencies post-training.
5. Establish Control Processes:
Responsibility:
Implement control processes to ensure consistent quality monitoring across teams.
Develop feedback mechanisms to drive ongoing process improvement based on quality audits and performance trends.
Facilitate calibration sessions between Quality Auditors, Team Leaders, and Operations Managers.
Deliverable:
Quality Control SOPs: A set of standardized operating procedures (SOPs) for ensuring quality audits are performed consistently and accurately across all teams.
Feedback Loop System: A structured process for delivering feedback to agents and managers, based on audit results.
Calibration Reports: Documentation of calibration sessions held with detailed notes on alignment of quality standards.
6. Continuous Improvement & Feedback:
Responsibility:
Provide detailed feedback to Operations and Training teams to address performance gaps.
Lead regular calibration sessions to align quality standards across the organization.
Suggest and implement continuous process improvements to ensure SLAs are met or exceeded.
Deliverable:
Improvement Plan: A continuous improvement plan that outlines areas for development and specific actions to resolve quality issues and meet SLAs.
Calibration Logs: A detailed log of all calibration sessions, highlighting feedback provided and changes made to align quality standards.
Process Improvement Report: A regular report outlining the impact of process changes, with an emphasis on SLA performance and overall quality improvements.
7. Review and Implement Best Practices:
Responsibility:
Conduct industry research to ensure the latest quality management tools, methodologies, and best practices are adopted for hybrid contact centers.
Leverage quality monitoring software for automation and increased efficiency.
Deliverable:
Best Practices Document: A comprehensive document that outlines the latest industry standards, tools, and quality assurance methodologies to be integrated into the BPO's quality management framework.
Software Integration Proposal: A proposal detailing any software tools or automation solutions that should be implemented to enhance the quality control processes.
8. Reporting & Documentation:
Responsibility:
Create comprehensive reports and presentations on quality performance, audit results, and process improvement recommendations.
Document all processes, tools, and methodologies for long-term sustainability of the quality program.
Deliverable:
Monthly Quality Reports: A detailed monthly report summarizing audit findings, agent performance, quality scores, and actionable recommendations for improvement.
Final Quality Program Documentation: A complete document covering all established processes, KPIs, training materials, audit forms, and control measures for ongoing use by the organization.
Required Skills & Qualifications:
Bachelor's degree or higher in business management, operations, or related field.
Minimum 5+ years of experience in Quality Management, preferably in Healthcare BPO or contact center operations.
Strong understanding of hybrid processes (voice and back office).
Expertise in designing quality frameworks and audit programs.
Proven experience in training and developing quality audit teams.
Familiarity with the latest quality management tools and software.
Excellent problem-solving, communication, and organizational skills.
Experience with industry-leading tools for call monitoring and back-office QC.