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The Helpline – Process Lead (Quality Assurance) is a quality-focused leadership role reporting to the Helpline – Assistant Manager. The incumbent is responsible for coaching, developing, and leading team members on their performance, concerns, scheduling, and outputs while evaluating customer interactions across multiple sources and channels, providing quality scores and constructive feedback to agents. Leveraging operational tools and reporting systems, the Process Lead performs investigations and evaluations for specific calls within predetermined time scales, upholds fair and consistent application of policies, and collaborates to improve procedures, trainings, and activities within the continuous quality improvement process — empowering team members to consistently meet and exceed expectations while ensuring a customer-oriented service at all times.
Main Tasks:
•Evaluate customer interactions across multiple sources and channels using Quality Management tools, providing quality scores, trend data, and actionable feedback to agents based on established quality standards.
•Perform call monitoring, coordinate and facilitate calibration sessions across all team types and lines of business, and participate in the design of call monitoring formats and quality standards.
•Prepare, analyze, and present internal and external quality reports to management, providing actionable data and insights to internal support groups as needed.
•Collaborate to improve procedures, instructions, trainings, and correlated activities within the continuous quality improvement process.
•Monitor real-time KPIs and SLAs based on interval performance tracking, including call volumes, claims volumes, and chat volumes to maintain high occupancy and quality levels.
•Compile and track performance at individual level, analyzing trends and assisting in creating action plans to drive performance improvement for low-performing team members.
•Assist in presenting periodic quarterly performance review presentations with action plans to Helpline management and follow through on execution.
•Handle customer complaints and team member escalations in a timely and professional manner, ensuring the highest standards of customer service.
•Assist in monitoring, identifying, and resolving performance, behavior, and attendance issues using prescribed performance management techniques.
•Consistently monitor the team to proactively identify potential problems and ensure appropriate parties are engaged through to resolution.
•Develop relationships within supporting business units to help resolve issues related to team members and operational challenges.
•Analyze various parts of call Centre problems properly and develop logical solutions within the permitted scope of work.
•Utilize developed communication skills, participate in staff development efforts, attend calibration sessions, and demonstrate flexibility by working varying shifts and responding to unanticipated events.
•Perform other duties as assigned.
Behavioral Requirements:
•Strong negotiation, communication, attention to detail.
•Ability to work independently and maintain focus under pressure.
•Ability to work well as part of a team- to exhibit objectivity and be open-minded towards the ideas and views of others, give as well as welcome feedback, contribute to building team spirit, aid others to succeed.
•Ability to comprehend, capture as well as interpret basic customer information others besides upholding the values of the organization.
•Ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, responds to request for service/assistance.
•Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands.
•Ability to treat people with respect under all circumstances, instill trust in others besides upholding the values of the organization.
•Proven time management skills.
•Excellent customer service and support skills.
•Flexible and ability to work shift.
•A sound knowledge of telephone etiquette.
Behavioral Competency:
Customer & Market Excellence:
•Strive for excellence at every touch point with the customer
•Foster state-of-art technical/operational knowledge and strive for continuous simplification
•Be the benchmark
Collaborative Leadership:
•Empower the team and provide purpose and direction
•Develop people, provide feedback and care to employee wellbeing
•Collaborate and exchange best practice.
Entrepreneurship:
•Act on opportunities, anticipate trends, take risk, and promote a culture that allows for honest failure
•Take ownership and responsibility
•Embrace innovation and a culture that allows to make decisions without fear of retribution.
Trust:
•Act with integrity, honor commitments, tell the truth
•Foster diversity and inclusiveness
Act transparently and promote corporate social responsibility.
Minimum Requirments:
•Bachelors Degree ; Medical background is mandatory
•3+ years experience in a Call Centre/Customer Service environment, TPA Hospitals or Medical Centers exposure a plus.
•Physically fit to carry out duties.
•Legally permitted to work in the country of operations.
•Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills.
AI READINESS Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use.
