Call Quality Agent - Healthcare Sector

• Monitor and evaluate recorded and live customer interactions to ensure compliance with healthcare quality standards and organizational policies.
• Assess call quality, accuracy of information provided, professionalism, communication skills, and adherence to established procedures.
• Conduct regular quality audits of calls, emails, chats, and patient service interactions.
• Identify service gaps, process deviations, and areas requiring improvement through detailed quality assessments.
• Prepare quality evaluation reports and provide actionable feedback to call center agents and supervisors.
• Ensure compliance with healthcare regulations, patient confidentiality requirements, and data privacy standards.
• Analyze quality trends and performance metrics to identify recurring issues and recommend corrective actions.
• Support the development and implementation of quality assurance processes, standards, and monitoring tools.
• Collaborate with supervisors and trainers to address performance deficiencies and improve service quality.
• Participate in calibration sessions to maintain consistency and accuracy in quality evaluations.
• Track agent performance against quality benchmarks and key performance indicators (KPIs).
• Conduct root cause analysis of patient complaints, service failures, and quality concerns.
• Recommend process improvements to enhance patient experience, operational efficiency, and service delivery.
• Maintain accurate records of quality assessments, findings, and improvement initiatives.
• Provide coaching support and guidance to agents on communication skills, compliance requirements, and customer service best practices.
• Monitor adherence to call scripts, workflows, appointment scheduling procedures, and healthcare service protocols.
• Assist in developing quality scorecards, evaluation criteria, and performance monitoring frameworks.
• Generate periodic quality reports for management highlighting trends, risks, and improvement opportunities.
• Support internal audits, accreditation requirements, and quality compliance initiatives.
• Ensure timely escalation of critical issues, compliance breaches, and patient safety concerns to relevant stakeholders.
• Participate in training sessions and quality improvement projects to enhance overall call center performance.
• Review customer feedback, satisfaction surveys, and complaint records to identify service improvement opportunities.
• Work closely with operations teams to implement corrective and preventive actions based on quality findings.
• Monitor consistency in patient communication to ensure a professional, empathetic, and patient-centered approach.
• Contribute to continuous improvement initiatives aimed at increasing service quality, patient satisfaction, and operational excellence.

Pay: QAR1.00 per month

Education:

• Bachelor's (Required)

Experience:

• Call Quality Assurance : 3 years (Required)

Language:

• Arabic (Required)

Work Location: In person