Quality Analyst (Remote) at Reliance Health

Posted on Thu 17th Nov, 2022 - www.hotnigerianjobs.com --- (0 comments)

Reliance Health uses Technology to Make Healthcare Accessible and Affordable. Through an integrated approach that includes affordable health insurance, telemedicine, and a combination of partner and proprietary healthcare facilities, Reliance Health offers innovative healthcare solutions that meet the needs of emerging markets.

We are recruiting to fill the position below:

Job Title: Quality Analyst

Location: Lagos (Remote)
Employment Type: Full-time
Department: Customer Success

Description

  • This role will implement and manage a knowledge management system, training, and quality management program in support of customer-facing interactions including onboarding, relationship management, and omni-channel support.
  • This role will report to the Training and Quality Management Lead of Customer Success.

Responsibilities

  • Creating and maintaining documented standard operating procedures
  • Creating, maintaining, and delivering knowledge articles and training programs
  • Managing the Quality Management function, to ensure best practices are communicated and followed
  • Overseeing and conducting Quality Assurance of transactions and processes to ensure service requirements individually and from an end-to-end process perspective are maintained with statistically valid sampling.
  • Providing quality results at an individual, team, and department level.
  • Providing monthly, quarterly, and annual quality reviews. Provides detailed reporting along with recommendations for quality improvements.
  • Identify and remedy defects within our call center process
  • Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved
  • Compile and analyze statistical data
  • Ensure that user expectations are met
  • Draft quality assurance policies and procedures
  • Investigate customer complaints and product issues

Requirements

  • An ideal candidate should have at least 1 year of experience in a call center
  • Willingness to learn with a growth mindset
  • Attention to details
  • Strong analytical and reporting skills
  • The candidate should also have good computer skills (MS Word, Excel, PowerPoint)
  • Excellent communication
  • Interpersonal skills.

Benefits

  • Work alongside & learn from best-in-class talent
  • Join a market leader within the Insurance space
  • Attractive Salary & benefits
  • Unlimited leave days
  • Free office lunch
  • Fantastic work culture
  • Work and learn from some of the best in the industry
  • Great work-life balance.

Application Closing Date
Not Specified.

Method of Application
Interested and qualified candidates should:
Click here to apply online