job description
Join Epsilon Group Services as a Quality Assistant Manager and lead our healthcare BPO quality assurance team in delivering exceptional service to US healthcare clients. This role offers a unique opportunity to work in a dynamic, remote-friendly environment while ensuring compliance, accuracy, and excellence in customer interactions.
Based in Bali (with flexibility for remote work), you'll collaborate with cross-functional teams to refine processes, mentor QA specialists, and drive continuous improvement. If you have a passion for healthcare operations and a track record of success in BPO quality management, we’d love to hear from you!
Responsibility
- Oversee daily QA operations for US healthcare accounts, ensuring adherence to client SLAs and regulatory standards.
- Lead a team of QA specialists, providing coaching, performance reviews, and career development support.
- Analyze call recordings, emails, and chat transcripts to identify trends and areas for improvement.
- Develop and implement training programs to enhance agent performance and compliance.
- Collaborate with operations and training teams to refine scripts, workflows, and quality metrics.
- Prepare detailed reports on QA findings, root cause analysis, and corrective action plans.
- Stay updated on US healthcare regulations (e.g., HIPAA) and industry best practices.
- Drive process optimization initiatives to improve efficiency and customer satisfaction.
Qualifications
- Minimum 3–5 years of experience as a Quality Assistant Manager in a healthcare BPO setting.
- Proven expertise in managing US healthcare accounts (e.g., insurance, medical billing, or patient support).
- Strong knowledge of QA methodologies, call monitoring tools, and performance metrics.
- Excellent leadership skills with experience mentoring and developing teams.
- Familiarity with HIPAA, CMS, or other US healthcare compliance standards.
- Analytical mindset with proficiency in data-driven decision-making.
- Exceptional communication skills (written and verbal) in English.
- Ability to work in a hybrid/remote setup with occasional travel to Bali offices.