As our Team Lead - Process Quality, you'll lead a team of quality analysts to ensure every customer interaction meets our high standards. You'll monitor calls, analyze performance data, and collaborate with operations to elevate service quality.

Your Key Responsibilities:

Monitor and evaluate customer calls and interactions using QA toolsAnalyze performance trends and generate actionable insightsLead and conduct calibration sessions with internal teams and clientsDeveloping and implementing quality assurance policies and procedures, conducting quality audits, and ensuring compliance with R1 and client standards. Recommend process improvements to enhance customer satisfactionPresent findings to leadership and client stakeholdersLeading and mentoring a team of Quality Analysts, providing performance enforcement, guidance, and career development adviceGenerating and publishing reports on daily, weekly, monthly quality analysis, key metrics, and trendsFacilitates weekly and monthly business reviews

Qualifications:

Bachelor's Degree in any course or equivalent experience preferred2+ years' experience as a QA supervisor in a call center/BPO environmentHealthcare experience is an advantageAbility to interpret data and identify root causesAdvance excel skillsWorking in an evolving healthcare setting, we use our shared expertise to deliver innovative solutions. Our fast-growing team has opportunities to learn and grow through rewarding interactions, collaboration and the freedom to explore professional interests.Our associates are given valuable opportunities to contribute, to innovate and create meaningful work that makes an impact in the communities we serve around the world. We also offer a culture of excellence that drives customer success and improves patient care. We believe in giving back to the community and offer a competitive benefits.What’s in it for you?• Competitive Total Rewards Package• Target variable incentives• Medical Plan (HMO) from Day 1 of employment with free dependents• Life insurance• Paid Time-Off Benefits• Sick Leave Conversion• Night Differential offered• Employee Referral Program• All Mandatory Statutory BenefitsR1 RCM Inc. (“the Company”) is dedicated to the fundamentals of equal employment opportunity. The Company’s employment practices , including those regarding recruitment, hiring, assignment, promotion, compensation, benefits, training, discipline, and termination shall not be based on any person’s age, color, national origin, citizenship status, physical or mental disability, medical condition, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, or any other characteristic protected by local law. Furthermore, the Company is dedicated to providing a workplace free from harassment based on any of the foregoing protected categories.Visit us on Facebook: https://www.facebook.com/r1rcmphilippines#R1Philippines #AllTogetherBetterinR1PH