Senior Executive-Quality-Quality Process - Transactional

Basic Functions:

§ Monitor and process transactions to ensure client standards are met as well as process improvement

opportunities are identified.

Essential Functions:

§ Monitor transactions as per process guidelines.

§ Provide event-based and frequency-based feedback.

§ Assist the operations and process training teams in identifying training needs for the agents and

process level issues that can help improve performance.

§ Participate in team huddles and provide a brief on quality performance in the process.

§ Lead calibration exercises with participation from the operations and process training team to ensure

process workflows are followed consistently

§ Brief new staff joining the process and explain how the quality function operates in the process.

§ Coordinate all process improvement initiatives

Primary Internal Interactions:

§ Operations Team: Assistant Manager, Lead Assistant Manager, Manager

§ Quality Team: Assistant Manager, Lead Assistant Manager, Manager

§ Operations frontline staff

Primary External Interactions:

§ Client partners for the process quality interactions and calibration sessions to alleviate variance in

understanding the process and customer requirements.

Organizational Relationships:

Reports To: Assistant Manager – Quality Supervises: Frontline Staff

Process Specific Skills § Solid clinical knowledge base § Industry / domain knowledge (eg. Disability Insurance) § Excellent communication and presentation skills using the English language § Ability to present and relay complex information in a simple and easy to understand manner § Ability to quickly understand and comprehend unfamiliar or complex situations § Prioritization of stakeholder needs § Strong customer service focus § Effective engagement in a fast-paced, team-based and corporate environment

Technical Skills § Proficient with computer systems and software including Microsoft Word, Excel, OneNote & PowerPoint § Proficient Knowledge of using Web Browsers, Search Engines etc. § Client systems knowledge § Productivity and quality measures

Soft Skills § Data Gathering: Gathers relevant information from a variety of sources and identifies the key issues. § Problem Solving: Generates various solutions to problems and selects the most appropriate resolution. § Business Awareness: Understands the business to implement business initiatives to maximize our competitive advantage. § Customer Focus: Identifies and understands the (internal or external) customer’s needs and strives to provide world-class service. § Teamwork: Works effectively with the team to accomplish goals, takes action that respects the needs of others and those of the organization. § Managing Self: Plans, prioritizes, and schedules own work to ensure timely completion. § Adaptability: Maintains effectiveness despite changes to situations, tasks, responsibilities, and people. § Work Standards: Drives compliance related activities with the team and ensures that everyone abides by the policies and regulations of the organization.

Education & License Requirements: § Must have a Bachelor of Science Degree in Nursing from an accredited institution in the Philippines. § Must possess and maintain an active Philippine Registered Nurse license, free from any restrictions, including, but not limited to, any sanctions, revocations, or suspensions, and comply with continuing education requirements to maintain this license.

Work Experience Requirements:

§ Must have a minimum of at least one (1) to two (2) years active experience in a clinical or medical

setting where a valid and unencumbered Philippine nursing license is required to function.

§ With at least one (1) to two (2) years of Business Process Outsourcing (BPO) experience in a contact

center or group insurance account (eg. Disability Insurance, Healthcare) would be a plus.

§ With at least one (1) to two (2) years of quality / process excellence experience would be a plus.

Language Proficiency Requirements:

§ Common European Framework of Refence for Languages (CEF) score of B1 is acceptable