Epicareer Might not Working Properly
Learn More
Please Turn on your JavaScript

Epicareer might not working properly because your browser javascript is turned off.

What is JavaScript?

JavaScript is like the magic behind making websites interactive. Basically, it makes Epicareer more enjoyable and engaging.
How do i turn this on?
Find tutorial for your browser below :
  1. Make sure the webpage is open.
  2. In the Safari app on your Mac, choose Safari > Preferences, then click Security.
  3. Make sure the Enable JavaScript checkbox is selected.
  4. Click Websites.
  5. On the left, click Content Blockers.
  6. Make sure Off is chosen in the pop-up menu next to the website.
  7. On the left, click Pop-up Windows.
  8. Make sure Allow is chosen in the pop-up menu next to the website.
Visit Site here
  1. Open Chrome on your computer.
  2. Click. then Settings.
  3. Click Privacy and Security.
  4. Click Site settings.
  5. Click JavaScript.
  6. Select Sites can use Javascript.
Visit Site here
  1. If you're running Windows OS, in the Firefox window, click Tools > Options.
  2. Tip: If you're running Mac OS, click the Firefox drop-down list > Preferences.
  3. On the Content tab, click the Enable JavaScript check box.
Visit Site here
  1. Click the "Settings and more" icon at the top right of the Edge browser window.
  2. Click Settings.
  3. From the Settings menu, click Cookies and site permissions.
  4. Scroll down and click on JavaScript.
  5. In the JavaScript window, toggle the slider to "on" or "allowed."
  6. Close the Settings tab.
  7. Refresh the page.
Visit Site here
  1. Go to Settings.
  2. Click Advanced in the left sidebar, and click Privacy & security.
  3. Under Privacy and security, click Site settings.
  4. Click JavaScript.
  5. At the top, turn on or off Allowed (recommended).
Visit Site here
Any Question? Contact us
logo
Jobs or company...

Assistant Quality Assurance Manager - BPO Healthcare| 70k PACKAGE

Salary undisclosed
Checking job availability...
Original
Simplified

Job Title: QA and Insights Assistant Manager - Healthcare (BPO Set-up)

Job Summary:

We are seeking an experienced QA and Insights Assistant Manager with expertise in healthcare BPO operations to lead quality assurance and data-driven insights initiatives. The successful candidate will be responsible for ensuring service excellence, driving process improvements, and providing actionable insights to enhance customer experience and operational efficiency.

Key Responsibilities:

Quality Assurance Management:

  • Oversee and implement QA frameworks to ensure compliance with healthcare regulations and client SLAs.
  • Monitor and evaluate interactions to ensure adherence to quality standards, policies, and procedures.
  • Conduct root cause analysis and recommend corrective actions for quality improvement.
  • Lead calibration sessions with internal teams and clients to align quality metrics and expectations.
  • Ensure high-quality products by establishing and managing KPIs, including but not limited to on-time starts, NSS, NPS, pull percentages, and placed-to-working percentages.
  • Monitor trending issues and develop targeted education and training materials to ensure all team members have a clear understanding of requirements.
  • Collaborate with the Training Department to develop a standardized training program and a comprehensive process guide to ensure consistency and efficiency.

Insights and Analytics:

  • Analyze QA performance trends and develop data-driven recommendations for process optimization.
  • Utilize reporting tools to generate insights on agent performance, customer satisfaction, and operational efficiency.
  • Track, trend, and analyze weekly, monthly, and rolling 6-month metrics for each specialist to ensure goals are met and support their milestone progress.
  • Use critical thinking and experience to make decisions on unique scenarios, including escalations to onshore leaders.
  • Present findings and recommendations to leadership to influence business decisions.

Process Improvement & Compliance:

  • Identify gaps in workflows and recommend process enhancements to improve service delivery.
  • Ensure compliance with HIPAA, GDPR, and other healthcare industry regulations.
  • Develop training materials and quality improvement initiatives to enhance agent capabilities.
  • Analyze processes to identify opportunities for streamlining and increasing efficiency.

Team Leadership & Stakeholder Management:

  • Supervise QA Analysts and Insights Specialists, ensuring their professional development and productivity.
  • Motivate the team for continuous improvement and engagement.
  • Hold monthly 1:1 meetings with each team member to ensure clarity on professional and, if requested, personal goals. Develop structured plans to support their progress and success.
  • Manage daily operational duties efficiently while maintaining a high level of quality.
  • Work closely with Sales to ensure paperwork compliance.
  • Foster strong relationships with operations, training, and client stakeholders to align QA and insights initiatives with business goals.

Qualifications & Skills:

  • Education: Bachelor’s degree in Business Administration, Healthcare Management, or a related field preferred.
  • Experience: Minimum of 5 years in quality assurance, insights, or analytics within a healthcare BPO setting.
  • Industry Knowledge: Strong understanding of healthcare processes, regulatory compliance, and industry best practices.
  • Technical Proficiency:

Proficiency in QA tools, reporting software, and data analytics platforms (e.g., Power BI, Tableau, Excel).

Strong computer skills, including MS Office (Outlook, Word, and Excel).

Internet research capabilities and third-party software navigation skills.

  • Leadership & Communication:

Leadership experience highly preferred.

Excellent leadership, communication, and problem-solving skills.

Ability to work with internal and external stakeholders.

  • Critical Thinking & Decision-Making:

Ability to analyze employee performance reports and develop improvement strategies.

Strong critical thinking skills and the ability to make decisions with limited information.

Ability to handle large workloads while maintaining high-quality standards.

Ability to meet tight deadlines and handle multiple distractions.

  • Process Improvement Expertise:

Experience in Six Sigma, Lean, or process improvement methodologies is a plus.

Strong organizational skills and ability to develop structured plans for continuous improvement.