Clinic Medical Center is recruiting candidates for the following specialty in Kuwait مركز كلينيك الطبي يقوم بتعيين مرشحين للتخصص التالي في الكويت

• As a Quality Assurance Specialist, your goal is to maintain a high and consistent level
• of customer service and excellent customer experience across the full team through
• constant monitoring based on pre-set quality assurance guidelines to identify
• performance gaps, work on root cause analysis and initiate improvement action
• plans. It is your responsibility that, regardless of the channel used, customers always
• get a consistently excellent service and experience.

• ● Design and implement quality assurance guidelines and evaluation processes for customer service, operational workflows, and departmental procedures.
• ● Conduct detailed audits of customer service interactions, including phone calls and messaging, to ensure compliance with established quality standards and protocols.
• ● Develop customized quality monitoring checklists for different areas of the business, including allocating different scoring mechanisms.
• ● Conduct regular and periodical audits on all functions in the medical center, assessing all touchpoints across the customer journey to ensure experience and service excellence.
• ● Analyze data from quality audits to identify root causes, trends, issues, and areas for improvement and create detailed action plans.

• ● Provide clear insight into performance drivers and the levers which impact
• performance and share regular performance reports with the Customer Experience Manager.
• ● Build and maintain the detailed knowledge base including all FAQs (Frequently Asked Questions) and detailed processes from all functions.
• ● Work closely with all teams on the creation of all SOPs (Standard Operating Procedures) and integrate into the Knowledge base.
• ● Prepare and present regular reports on quality assurance activities and metrics to the Customer Experience Manager.
• ● Work on the Mystery Customer Program through visit checklist analysis and development of action plans.
• ● Facilitate training sessions for employees on quality standards and processes.
• ● Ensure compliance with regulatory standards and industry best practices.
• ● Monitor compliance with healthcare regulations and standards, ensuring all customer service activities are in line with legal requirements.

• ● 2+ years experience in a Quality Assurance Role
• ● Plus points for being in the healthcare field.
• ● Bachelor’s degree in Nursing is preferred.

حول الدور

المهام والمسؤوليات الرئيسية:

متطلبات المرشح

خبرة تعليمية