Quality Assurance Coordinator

Quality Assurance CoordinatorJob Location : UAEDuties and Responsibilities:

To support the team members with answering the daily inquiries.
To provide couching, guidelines, and education to the team members.
To monitor the skillsets assignment and the workflow and the volumes.
To provide the approved quality trainings and to ensure the efficiency of the team members.
Daily calls quality assessment using the calls recording system.
Assisting call center agents with handling the complaints and patients' challenges.
To monitor the real time display screen and to apply the necessary changes in order to maintain the abandoned calls target.
Assigning the daily breaks and monitor the agent's attendance.
To monitor the agent's productivity and to provide a daily agents performance report.
To assist the team leader with the daily duty Rota.
Demonstrates ability to prioritize tasks ensuring effective functioning of the area.
Follows the chain of command in reporting incidents or concerns.
Prioritizes workload and completes correspondence in a timely manner.
Provides information to prospective customers and hospital staff by answering all specific inquiries regarding patients' queries.
Ensures safe working environment through strict compliance with Hospital Policy and Procedure regarding safety, infection and security.

Qualifications:

Professional Experience:

Go to Gulf