- Monitor call center employees’ calls and evaluate them according to approved quality standards
- Preparing periodic reports on the performance of call center employees (commitment - method of dealing - accuracy of information)
- Developing performance evaluation standards and continuous improvement plans
- Ensure that the team adheres to the clinic’s policies and medical customer service
- Coordination with the General Quality Department to ensure uniformity of quality standards in all departments
- Preparing training and development programs for call center employees to raise the level of service
- Ensuring the confidentiality of patient information and adhering to data protection policies
Requirements:
At least one year of experience in the field of quality, preferably in the medical sector
Proficiency in using call center systems and performance evaluation programs
High skill in analysis, evaluation and reporting
Skill in communicating with various administrative levels
Tact and impartiality in evaluation
Accuracy and attention to detail
Commitment to complete confidentiality
The spirit of cooperation and teamwork
Experience in analyzing performance indicators (KPIs) for call centers.
Familiarity with CBAHI standards for medical customer service
Language requirements:
English-good
Employment type:
Full Time
Salary Range:
Unspecified
Benefits and Other Informations:
- Financial rewards and incentives
- Career ladder
- Professional development
