Requirements
Bachelor's degree in Medicine, Pharmacy, Nursing, Dentistry, Physical Therapy, or another healthcare-related field.Minimum 2 years of experience in a healthcare call center, quality assurance, or patient experience.Previous experience in call quality monitoring is preferred.Excellent command of English and Arabic.Proficiency in Microsoft Office applications.Knowledge of quality management principles and healthcare standards is an advantage.
Description
Monitor and evaluate inbound and outbound call recordings according to approved quality standards.Assess agents' compliance with hospital policies, clinical protocols, communication standards, and patient confidentiality requirements.Ensure the accuracy of medical information communicated to patients.Identify performance gaps and provide constructive feedback to improve agent performance.Conduct regular quality audits and calibration sessions with supervisors and team leaders.Prepare quality reports, scorecards, trend analyses, and performance dashboards.Track Key Performance Indicators (KPIs) including quality scores, compliance, first call resolution, and customer satisfaction.Collaborate with Training, Operations, and Medical Departments to develop quality improvement initiatives.Participate in onboarding and refresher training programs by identifying learning needs.Investigate patient complaints related to call center services and recommend corrective and preventive actions (CAPA).Ensure compliance with healthcare regulations, accreditation standards, and patient privacy requirements.Participate in continuous quality improvement projects and accreditation activities.