Specialist-Quality CC
Job Code : REQ-013991
Bangalore Fully OnsiteJob Description
Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.
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Job Description:
- Responsible for monitoring in an objective fashion all customer contact points. (Web, voice, e-mail, white mail)
- Responsible for reporting all behavior that does not conform to the quality standards set by the company and the account management.
- Designs and implements reports to establish patterns and trends of quality issues as they may arise.
- Provides quantifiable data to all quality judgments that are made.
- Works with operations as an auditor as well as regulator of quality issues.
- Works with Training and Operations to provide trend reports to address any issues that need refresher training.
- Conducts calibration session with the client and with Operations.
- Conducts product specific coaching sessions with the agents regarding trends and quality.
- Responsible in releasing updates and training flashes to Operations and Training group.
- Handles incoming calls and/ or escalated calls and meets telephone productivity standards.
- Follows other tasks and/ or offline tasks assigned by his Training/ Quality Managers.
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