KPI Calculation: Responsible for calculating KPIs for COB and its clients, including PTOC, external accounts, and others.
Auditing: Conduct audits on calls and communication channels to ensure quality and compliance.
Complaint Escalation: Handle the escalation of complaints efficiently.
Investigations: Conduct thorough investigations into various issues, including received complaints.
Training: Provide training on general responsibilities and duties across several departments (Quality Sessions).
Reporting: Report issues to the relevant departments and managers in a timely manner.
Documentation: Maintain detailed documentation of all daily operations.
Proficiency in Google Sheets and Microsoft Excel (Advanced level).Strong email writing skills.Excellent command of English.Familiarity with project management software (e.g., ClickUp).Strong communication skills, particularly in handling patient calls and escalations.High attention to detail.Strong reporting abilities.Problem-solving skills.Process improvement and development expertise.Flexibility and adaptability.Initiative and proactivity.