Ensures consistently high customer satisfaction and regulatory compliance by oversees all quality monitoring activities, defines evaluation standards, and drives objectivity in performance auditing across the organization.
The Quality Section Head is responsible for leading and overseeing all quality assurance and monitoring activities within the Call Center to ensure high customer service standards, regulatory compliance, and consistent performance evaluation. The role focuses on establishing quality frameworks, driving calibration consistency, analyzing performance trends, and leading the Quality Assurance team to continuously improve service delivery and patient experience. The position works closely with Operations, Training, and Patient Experience teams to identify service gaps, implement corrective actions, and enhance overall call center performance.