Share this Job

BPO Quality Analyst - Healthcare Account

Apply now »

Date: May 9, 2019

Location: Manila, QUE, PH

Company: NTT DATA Services

Req ID: 36484 


At NTT DATA Services, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company’s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA Services and for the people who work here.


NTT DATA Services currently seeks a BPO Quality Analyst - Healthcare Account to join our team in Manila, Quezon (PH-QUE), Philippines (PH).



In this Role you will be Responsible For


·        Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customer.

·        To monitor inbound and outbound call and emails responses to assess associates demeanor, technical accuracy, and customer service performance, and conformity to company policies and procedures.

·        To assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer’s experience.

·        To Participates in design of call monitoring formats and quality standards.

·        To Performs call monitoring and provides trend data to site management team.

·        To use quality monitoring data management system to compile and track performance at team and Individual level.

·        To Participates in customer and client listening programs to identify customer needs and expectations.

·        To provide actionable data to various internal support groups as needed.

·        To Coordinates and facilitates call calibration sessions for call center staff.

·        To provide feedback to call center team leaders and managers.

·        To prepare and analyzes internal and external quality reports for management staff review.

·        To perform other duties as assigned.


Requirements for this role include:


High school diploma or equivalent.
Associates degree preferred.

University degree 

Relevant work experience in training as a people manager

Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc.)
7+ years of Call Center experience.
7+ years of experience that required a knowledge of healthcare insurance policy concepts.


**Required schedule availability for this position is Monday-Friday Evening Shift.The shift timings can be changed as per client requirements. Additionally, resources may have to do overtime and work on weekend’s basis business requirement.




This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc. or its subsidiaries.  Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment.                                                                                


About NTT DATA Services


NTT DATA Services partners with clients to navigate and simplify the modern complexities of business and technology, delivering the insights, solutions and outcomes that matter most. We deliver tangible business results by combining deep industry expertise with applied innovations in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services.


NTT DATA Services, headquartered in Plano, Texas, is a division of NTT DATA Corporation, a top 10 global business and IT services provider with 118,000+ professionals in more than 50 countries, and NTT Group, a partner to 88 percent of the Fortune 100. Visit to learn more.


NTT DATA, Inc. (the “Company”) is an equal opportunity employer and makes employment decisions on the basis of merit and business needs.  The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law.  To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.




Job Segment: Consulting, Quality Assurance, Technology