Quality Assurance Analyst - Cape Town City Centre
Dash BPO
Job Description The QA will be responsible for monitoring the interactions and observations between the virtual sitter and patient. The sitters' responsibilities include verbally redirecting the patient from engaging in at-risk behaviors and summoning the nursing staff if the patient requires assistance. The QA will ensure that the above interactions remain professional and that the sitter is ensuring the safety of the patient at all times. Key Responsibilities Analyze and evaluate interactions in accordance with our quality guidelines to ensure a high level of patient satisfaction. Own the quality process from sample collection, data analysis, and presentation of results to operations and training report identified breaches. Responsible for providing insights and recommendations for quality improvement to managers/supervisors to coach their teams Serve as subject matter expert in conducting coaching sessions for staff and provide ongoing and specific feedback to upper management on compliance with policies, procedures, product knowledge, or behaviors that may compromise the quality of the interactions Responsible for completing the monthly monitoring plan and documenting the audits on the designated form, including accurate and detailed comments on quality findings Quality analyst may also be responsible for organizing the bi-weekly calibration meetings, including analyzing data, creating the deck, and conducting the meeting with management Lead special projects assigned by the leaders of the department and meet the established deadline Knowledge, skill set, and qualifications required. Matric with 3 years of Call Center Experience Advance English level with excellent verbal and written communication skills Outstanding customer service skills and dedication to providing exceptional customer care Exceptional listening and analytical skills Research, analytical and problem-solving skills Must be a self-motivator and self-starter Must be proficient with Microsoft Office (intermediate Word, basic Excel) Ability to multitask and successfully operate in a fast-paced, team environment Must adapt well to change and successfully set and adjust priorities as needed Must have worked in the medical vertical for 6 months minimum
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