Education: Bachelor's degree in any discipline faculty of Medicine, Pharmacy, Vet.
Experience: At least 1 years of experience in Call Center in medical industry.
Language: V. good English
Productivity for the last 6 months to be >= 85%
Essential Skills
Detailed oriented
Coaching and training skills
Outstanding customer service skills and dedication
Strong analytical and problem-solving skills
Solid knowledge of Microsoft Office
High level of accountability and responsibility
Excellent verbal, written, and interpersonal communication skills
Responsibilities
Job Objective(s):
Call Center Quality Assurance Specialist acts as main factor that orchestrate the whole process of call center whether inbound or outbound and Monitor. The Quality ofpatients’ Services through listening and Screening outgoing calls to guarantee quality, adherence to policies of the organization, and supporting a goal of providing superiorpatient service. He/she is also responsible of Providing relevant feedback about each and every agents inside call center while oversee performance improvement objectivesand development of their technical knowledge. He/she is responsible of extracting any defects of calls as they are writing all calls scripts used across different types of projects and queues also, they can raise issues done or red flags happened such as released calls to call center high level management to take corrective action/decisions related to the issue in order to achieve organizational goals.
Planning & Monitoring
Plan of calls Targeted sample size to be listened on daily basis in order to monitor calls conducted on floor sustainably while fostering ways of patients’ communication and engagement successfulness.
Implement all strategies directed including any updating for Calls Scripts according to Projects outcomes, Patients’ Feedback while assist in analyzing leads injection percentages.
Enhance inbound and outbound call center full cycle considering many aspects such as:
Quality of calls conducted.
AHT Percentages Per agent.
Agents Performance.
Calls Scripts utilization.
Campaigns Management.
Projects Running in Queues.
Etiquettes Followed for Patients.
Evaluate all calls rules implemented then give feedback whether agents’ rotation or coaching needed.
Operational Excellence
1. Conduct numbers of listened calls planed according to agents’ CMSs and experience so they increase sample size of calls for new comers to foster new ways of performance management such as:
8 Calls listened daily per experienced agents.
4 Calls Listened daily Per Newcomers’ agents.
Decide which agents will be working on which projects according to performance trend analysis done per agent.
Establish performance analysis and give recommendations with scores per agent that easily can be defined through:
Calls Scripts Relevancy.
Calls etiquette and empathy usage through calls conducted.
Offers and promotions Existence.
Support with Monthly recommendations considering inbound and outbound agents’ rotation across different queues and projects according to:
Agents’ performance scores.
Projects Importance of revenues and volume.
Higher leads injected percentage in which queues and projects to be focused on.
Criteria of agents needed for Campaigns such as: having exceptional sales skills.
Fully Oriented about all types of errors may happened during call center floor while enhance processes to prevent its occurrence such as:
Business Errors.
Critical and Non- Critical Errors.
End-user Error.
Support Quality Assurance team about error probability of occurrence and what suitable approaches used for prevention such as increasing Number of sample size of calls per agent that caused the error.
Assure supporting Coaching on time contributed from Team leaders to call center agents through inbound and outbound queues.
Assure raising each and every Call center red flags to regional call center manager such as Released calls done from agents to take corrective actions whether to recall the patient, send apology messages, offer or promote the patient.
Establish Writing Calls Scripts Methodologies with Quality Assurance Supervisor direction based on:
Types of Projects inside each queue through inbound and outbound call center.
Services Availability.
Offers and promotions proposed.
Marketing Campaigns running.
Upcoming Visiting doctors.
Rescheduling of clinics when cancelation and modifications took place.
Clinics Utilization Confirmatory Calls.
Discuss with quality assurance team what has been achieved throughout all calls scripts then align with related stakeholders such as marketing team to assure scripts relevancy before sending them to Call Center Operation Manager for Implementation.
Support by calls Validation through immediate reporting during any interruptions such as: Hotline breakdown, Wrong scripts usage, released calls.
Focus more on Complaints’ queues for inbound and outbound Management while trying to solve patients’ issues by supporting call center agents the way they promote angry patient.
Customer Satisfaction
Activate inbound and outbound calls and its quality to validate running operational plans successfully through using:
Greetings.
Empathy quotes.
Reassurance quotes.
Acknowledgment quotes.
Phone calls etiquette.
Ask effective questions.
Build Rapport.
Give patients resolution of calls.
Call closure.
Innovation Process
Identify and implement what critical KPIs needed to measure agents’ performance.
Set priorities about agents focus lists after quality assurance team listened to calls.
Decide team’s utilization whether outbound or inbound call center according to their KPISs measurement.
Update best practices related to CRM and latest technologies to better increase Patient satisfaction & loyalty while maximize outcome and increase profitability.
