To supervise a team of quality analysts
Conducts researches, studies and data analysis in order to conceptualize proposals for improving the quality of performance of analysts
Publish relevant quality reports and analysis
Ensures that quality analysts follow approved guidelines, procedures, processes in a consistent way.
Responds priority and/or high complex client requests to ensure that requests are handled quickly, correctly and appropriately
Serves as a liaison to review and resolve issues including but not limited to rebuttals, claims appeal logs, end of shift reports, and other QA-Operations-related reports
Leads in reviewing the performance trending analysis and provides recommendation to mitigate risk points Bachelor's degree holder At least 5-7 years experience in BPO and 3 years experience in a Quality Assurance role Extensive experiences in quality processes, procedures and analyses Adept in statistical tools and analysis