Quality Analyst

This is a fully remote position, open to applicants in Philippines.

📋 Description

• The Quality Analyst Specialist will be integral in ensuring the provision of high-quality and precise virtual assistance services within the healthcare sector.

• You will oversee the monitoring and assessment of virtual assistants' performance, pinpointing areas for enhancement, and executing quality improvement initiatives to boost overall service delivery.

• Evaluate and monitor the performance of virtual assistants through call and email assessments, ensuring compliance with quality assurance standards and service level agreements.

• Identify performance improvement opportunities for virtual assistants, offering constructive feedback and coaching to elevate their performance and effectiveness.

• Conduct regular audits and random checks to verify the accuracy and thoroughness of tasks completed by virtual assistants.

• Document and track quality assurance findings, trends, and recommendations for ongoing improvement.

• Collaborate with cross-functional teams to ensure uniform adherence to quality standards.

• Work closely with Client Services Managers to discuss the performance metrics of Virtual Assistants.

• Effectively communicate to emphasize the strengths of Virtual Assistants and areas for improvement.

• Develop action plans for enhancement based on feedback from Client Services Managers and clients.

• Create detailed process flows for various tasks performed by Virtual Assistants.

• Ensure that all process flows remain current and reflect the latest best practices.

• Collaborate with teams to streamline processes and enhance efficiency.

• Develop and maintain quality assurance forms tailored to specific tasks and client needs.

⛳️ Requirements

• Exceptional analytical and problem-solving abilities.

• Strong attention to detail and the capability to handle multiple tasks simultaneously.

• Excellent communication and interpersonal skills.

• Minimum of 2 years of experience in a quality assurance or quality management position, preferably in the healthcare field. (Experience in Fertility and Mental Health is a plus, though not mandatory).

• Proficiency in utilizing quality monitoring tools and software.

• Ability to thrive in a team environment and work collaboratively with cross-functional teams.

• Willingness to work night shifts.

• Computer Processor: Intel Core i5-6000 (6th Gen or later) or AMD Ryzen 5 or higher.

• Computer Memory/RAM: 8.00 GB.

• Computer Operating System: At least Windows 11 64-bit or macOS Ventura.

• Headset: Any USB-type headset equipped with a noise-cancelling feature.

• Camera: Capable of delivering clear and crisp video output.

• Backup system with similar specifications.

• DSL / Fiber Connection - Minimum of 100mb/s contracted.

🏝️ Benefits

• Rate can be as high as $850 (USD) monthly.

• Employment Type: Independent Contractor.

• Free Training.

• Paid Time Offs.

• HMO Coverage.

• Optical Rewards.

• Performance-Based Increases.

• Permanent Work From Home.