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Specialist-Quality CC

Specialist-Quality CC

Sagility

0 years

3 - 4 Lacs

bengaluru

Posted:1 week ago| Platform: GlassDoor logo

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Skills Required

technology healthcare service management engagement integrity analytics monitoring reporting reports data training calibration coaching

Work Mode

On-site

Job Type

Part Time

Job Description

About Sagility

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.

Job title:

Specialist-Quality CC

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.

Location:

BLR, AMR TECH PARK 2A 2nd FloorIndia

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Specialist-Quality CC