JOB DESCRIPTION:

Responsible for monitoring incoming and outgoing calls to ensure quality, customer service, and adherence to Abbot’s policies and procedures, including HIPAA and compliance.
 

Key Responsibilities:

• Monitor and evaluate transactions, whether voice or non-voice, of assigned entity and team

• Accurately score transactions to gauge employee’s quality performance based on organizational and departmental policies and requirements.

• Establish quality standards that assess adherence to company, regulatory, and HIPAA policies and procedures.

• Through call monitoring identify training needs or disciplinary actions which will be reported to appropriate Manager.

• Creation and implementation of worksheets for scoring teammates as well as the creation of reports for Managers regarding their employees.

• Constantly looks for ways to improve and promote quality of work, agent

development, and process flow.

• Stays aware of any negative trends from the initial customer experience that can be corrected.

• Keep management and teammates abreast of any scripting and or any account

documentation changes.

Qualifications:

• Third Level Degree or equivalent

• Proficiency in MS Office Applications – Outlook, Excel, PowerPoint, and Word.

• Ability to prioritize and manage multiple responsibilities.

• Experience handling tasks where attention to detail is critical to success.
 

Preferred Skills:

• Candidate must be proficient with PC applications including MS Office (Word, Excel, PowerPoint).

• Excellent attention to detail and problem-solving skills.

• Strong communication and interpersonal skills.

• Ability to analyze data and generate reports.

• Ability drive process improvements, and implement quality assurance procedures.

     

The base pay for this position is

N/A

In specific locations, the pay range may vary from the range posted.

     

JOB FAMILY:

Operations Quality

     

DIVISION:

HF Heart Failure

        

LOCATION:

Philippines > Taguig City : Five/Neo Building

     

ADDITIONAL LOCATIONS:

     

WORK SHIFT:

Standard

     

TRAVEL:

Not specified

     

MEDICAL SURVEILLANCE:

Not Applicable

     

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)