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6

senior quality specialist

  • Independently consulted with executive management on special audits, studies, and special projects. 
  • Point of contact for external quality review vendor and contract coordination administration. 
  • Identified training needs, developed, and/or delivered coaching/training to meet requirements.
  • Track record of assisting in the design and implementation of reporting procedures that reduce labor costs and improve customer-satisfaction ratings. 
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senior quality specialist

  • Measures the quality of the agents’ performance. 
  • Meet daily quality assurance targets 
  • Responsible for helping the agents meet the target, calibration sessions for productivity improvement, call listening, and touch base with Team Leads for the focus agents. 
  • Responsible to do QA calibrations with other QA’s from main office and other branch for process improvements. 
  • Provide coaching and feedback to the agent being monitored and their respective supervisor. 
  • Prepare required monthly reports on QA results in a timely manner. 
8

quality specialist

  • Abstracts clinical documentation and assigns proper ICD-10 codes at designated time points according to coding convention and payer-specific limited coverage  guidelines. 
  • Interprets clinical documentation, including documentation from referral documents, EMR systems and other relevant sources.
  • Attend training classes to maintain certification licensure, keep abreast of new developments in the field, or maintain existing knowledge., including documentation from referral documents, EMR systems and other relevant sources.
  •  Secured numerous company achievement awards for delivery of exceptional customer service.
9

quality specialist

  • As a quality specialist responsible for the audit and test the DNR cases for the validity. 
  • In online business delivery associates perform the various frauds and mistakes we perform the audits on the data.
  • check weather it is a technical error,DA mistake,customer executives mistakes and other reasons and perform the action accordingly.
  • for technical error we write the queries for respective team to correct it and if it is DA mistake we audit it that accordingly.
  • Observe the DA’s actions and our team take the necessary action on the DA.
  • Sometimes customer executives gives the unnecessary refunds and sometimes bluff the genuine.
  • We take the calls and chats between customer and customer executive analyse it.
10

quality specialist

  • When needed, deliver coaching sessions targeted to improve the agents knowledge, soft-skills, process awareness);
  • Submitting ideas on improving existing processes, improving the team’s knowledge and performance;
  • Actively participating in client meetings that cover quality topics (monitoring results, QC or FLE performance, complaints, CSAT survey);
  • Contributing to a team environment by actively sharing knowledge, expertise and best practices across the quality horizontal;