Overview
Quality Analyst Jobs in Taguig, National Capital Region, Philippines at Abbott
Title: Quality Analyst
Company: Abbott
Location: Taguig, National Capital Region, Philippines
Responsible for monitoring incoming and outgoing calls to ensure quality, customer service, and adherence to Abbot’s policies and procedures, including HIPAA and compliance.
Key Responsibilities
Monitor and evaluate transactions, whether voice or non-voice, of assigned entity and team
Accurately score transactions to gauge employee’s quality performance based on organizational and departmental policies and requirements.
Establish quality standards that assess adherence to company, regulatory, and HIPAA policies and procedures.
Through call monitoring identify training needs or disciplinary actions which will be reported to appropriate Manager.
Creation and implementation of worksheets for scoring teammates as well as the creation of reports for Managers regarding their employees.
Constantly looks for ways to improve and promote quality of work, agent
development, and process flow.
Stays aware of any negative trends from the initial customer experience that can be corrected.
Keep management and teammates abreast of any scripting and or any account
documentation changes.
Qualifications
Third Level Degree or equivalent
Proficiency in MS Office Applications – Outlook, Excel, PowerPoint, and Word.
Ability to prioritize and manage multiple responsibilities.
Experience handling tasks where attention to detail is critical to success.
Preferred Skills
Candidate must be proficient with PC applications including MS Office (Word, Excel, PowerPoint).
Excellent attention to detail and problem-solving skills.
Strong communication and interpersonal skills.
Ability to analyze data and generate reports.
Ability drive process improvements, and implement quality assurance procedures.
