Executive - Service Quality
- Firstsource
- 4 - 8 Years
- Mumbai
- 4 years ago
- Email to a friend
- Report this job
Job Description
Executive - Service QualityDescription
Enrollment:
Responsibilities:
- Excellent knowledge on client specifics and experience in all types of Enrollment & billing transactions
- Experience in individual & family Enrollment and or Group Enrollment
- Perform quality review of claims based on the documentation provided by client to ensure claim output meets all customer specifications
- Collects all findings during the audits and perform effective root cause analysis along with examiners & ops supervisors
- Generate multiple level of analysis from the audit findings and identify opportunities to improve overall process
- Circulate quality dashboards at agreed periodic intervals to all relevant stake holders
- Conduct 1-0-1 coaching / feedback on specific error scenarios
- Provide suggestions to Trainer and Ops on the slow performers who needs additional coaching / re-training on specific areas
- Tracks all feedback from client and provide constructive information to agents during daily quality team huddle
- Participates in client knowledge calibration exercise
- Understanding Client P&Ps and auditing documents / claims based on instruction guidelines.
- Record audit findings and prepare audit reports and circulate quality dashboard
- Organize ILP review meeting and quality briefings to update associates on any quality issues
- Analyze internal/client feedback and respond with details
- Handling Feedback sessions efficiently.
- Periodic knowledge calibration with client or SME.
- Floor troubleshooting and if required get queries clarified with client.
- Liaison with other functions and ensure smooth working relations.
- Transform Knowledge into skill
- Productivity Ability to complete the required number of audits within timeline
- Initiative Ability to do analytics on the audited reports and present the findings to the management to improve Quality scores
Know How
Critical:
5/6 days working in a week i.e. based on business requirement. In need basis, should work on weekends/holidays if the production team operates on those days
Critical:
5/6 days working in a week i.e. based on business requirement. In need basis, should work on weekends/holidays if the production team operates on those days
Critical:
Desirable:
Primary Location: India-Tamil Nadu-Chennai
Work Locations: Chennai - Bayline Infocity
Job: Executive
Organization: HPHS - Offshore Operations - India
- Graduation in any discipline
- Willingness to work in day/night shift
- 4+ years of experience in US Enrollment & Billing process with 2 years of experience in auditing domain.
Desirable:
- Proficiency in MS Office (PowerPoint, Excel & Word)
- Competency in QC tools
- Competency to understand processing guidelines
- Excellent Communication Skill (Oral & Written)
Primary Location: India-Tamil Nadu-Chennai
Work Locations: Chennai - Bayline Infocity
Job: Executive
Organization: HPHS - Offshore Operations - India
Employement Category:
Employement Type: Full timeIndustry: ITFunctional Area: Finance & AccountsRole Category: AccountantRole/Responsibilies: Executive - Service QualityContact Details:
Company: Firstsource solutionsLocation(s): Mumbai+ View Contact
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