About the role
USRN QA
The USRN QA is responsible for monitoring and evaluating call quality, ensuring adherence to client guidelines, healthcare compliance standards, and operational procedures within a US Healthcare account in a BPO environment. The role involves conducting audits, providing feedback and coaching to agents, identifying performance gaps, and supporting continuous quality improvement initiatives.
The position requires strong analytical and communication skills, as well as experience in healthcare-related quality assurance processes. The USRN QA will collaborate closely with operations and leadership teams to maintain service excellence and compliance with client expectations.
Qualifications:
- Active PHRN license
- Active USRN license (NY license preferred)
- At least 2 years of Quality Analyst experience in a BPO setup handling US Healthcare accounts
- Experience in auditing, adherence to call guidelines, and people management
- Strong healthcare background
- Amenable to onsite work in Ortigas
- Willing to work on a night shift schedule
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