QA Executive

该职位来源于猎聘 职责描述：

• Primarily responsible to work on quality check and process implementation and improvement.
• Contributes in design of internal monitoring formats and quality standards by different channel (call, email, fax etc.)
• Defining workflows, QA SOP and FAQ scripts and update regularly as required. Contributes in refining details and standardizing procedures and scripting to ensure a uniform approach by the whole team.
• Performs daily 100% cases monitoring from different channel and track performance at team and individual level.
• Provide training, coaching, feedback and assistance to CSR (Customer service representative / Medical associate/ consultant) to ensure they understand new policies and procedures or product/service updates for quality.
• Preparing and conducting quizzes, compile and analyse the results, and share feedback with the reporting manager.
• Prepares and analyses internal and external quality reports for management review.
• Coordinates and facilitates call calibration sessions for the project.
• Participates in customer and client listening programs/sessions to identify customer needs and expectations.
• Participate in all training & development activities as per management’s suggestion.
• Responsible for information security tasks within own work scope.
• Adhere to set schedule and demonstrate flexibility for the given shift timings. Work as a backup CSR (Customer service representative / Medical associate/ consultant) as per need.
• Any task assigned by the management team. 任职要求：
• Bachelor or above. Major in nursing, medicine, pharmacy, public health etc will be preferred.
• Years’ of experience of quality inspection. Call centre, BPO industry, pharmacovigilance or worked for medical customer service centre will be preferred.
• General English verbal and written communication skills. CET-4 or above.
• Strong computer skills including Microsoft Office and databases. Adapt to all kinds of English operation/system interface.
• Data collection, management and analysis skills.
• Problem analysis and problem solving.
• Planning and organizing.
• Decision-making.
• Soft, polite and good understanding of customer services. Have customer service orientation.
• Flexible and open personality. Responsible, careful and good ability to work under pressure.