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.
https://www.hotnigerianjobs.com/hotjobs/483719/quality-analyst-remote-at-reliance-health.html