Quality Assurance Officer

• Fairly and consistently reviews the calls and emails of Call Centre Agents for accuracy and coaches each Agent for success in executing superior service and quality to the customers.
• Documents the call quality results and provides feedback and trend data to the Supervisors and Manager as required.
• Monitors Agents' calls and review emails & messages for accuracy of information and call handling standards, and ensures that Agents are delivering a high level of customer service.
• Verifies that agents are providing accurate solutions to customers.
• Records evaluations utilizing departmental quality monitoring forms.
• Delivers coaching feedback to agents on call and email performance.
• Provides Supervisors and the Manager with regular performance feedback on the agents.
• Assists with quarterly program by working on the delivery of the surveys and evaluating customer feedback received from the surveys.
• Prepares and analyses quality reports for Management review.
• Participates in the design of quality monitoring forms and quality standards.
• Primarily in-office support of clients and agents, with some travel as needed.
• Able to work extended hours when required.
• Able to sit or stand for frequent periods in the same location with minimum opportunity to move about.
• Ensures quality and patient safety practices are followed at all time.
• Provides and promotes People Centered care concept by involving Patient and family in all activities affecting their care and choices as applicable.
• Promotes inclusive health by working on initiatives to provide equitable and accessible care to patients and families with special needs.

• Prior supervisory or leadership experience preferred.
• Proven ability to achieve and maintain departmental quality standards.
• Professional demeanor, dependable, and able to maintain confidential information.
• Strong written communication skills.
• Exceptional listening and analytical skills.
• Strong knowledge of customer care processes and techniques.
• Must exhibit excellent leadership, communication, and interpersonal skills.
• Must have familiarity with Internet software and Windows operating systems.
• Demonstrated ability to rapidly gain product knowledge and effectively communicate it to agents.
• Proficient in Word, Excel and PowerPoint for presentations and reports required.
• Must be able to effectively communicate with agents, internal departments, clients and management.
• Demonstrated ability to train and develop new and existing support agents.
• Flexible, detailed, and able to successfully adapt to change.
• Ability to work independently.
• Excellent attention to detail.
• Experience with Real Page products or with call center quality assurance practices preferred
• Ability to work extended hours as needed.

• Patients, Hospital Customers

• Preferably Bilingual
• Local candidates with valid and transferable visa in Kuwait

Dar Al Shifa Hospital