Executive, Quality Assurance

**About Doctor Anywhere**

At Doctor Anywhere, we are guided by the core belief that healthcare should be simple, accessible and efficient for everyone. Since our launch in 2017, we've been disrupting the healthcare industry by developing innovative solutions to bridge gaps in the healthcare ecosystem. Our services integrate both digital and offline platforms to empower users to take charge of their health. Headquartered in Singapore, we have regional offices in Malaysia, Thailand, Philippines, Vietnam, and India, serving more than one million (and growing) users across Asia.

As a **Quality Assurance Executive**, your goal is to maintain a high and consistent level of customer service quality across the DA frontline teams (e.g. operations, clinic assistants, call centres, etc.). It is your responsibility that, regardless of the agent approached or the support channel used, customers always get similarly excellent treatment.

**Responsibilities**
- Implement clear overall quality strategy with scalable process, tools and systems that allow efficient monitoring of performance versus target
- Ensure quality framework is in place based on the expected employee behaviour and coordinated across stakeholders
- Assess quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with frontline teams to improve quality performance
- Research and understand customer expectations and needs to drive their satisfaction
- Effectively communicate updates and developments with team members, trainers and management
- Provide coaching and performance analysis to the frontline team members
- Collaborate with the leadership team on performance reporting and team management
- Analyse NPS/CSAT data and perform ticket deep-dives to identify trends and develop actionable plans for service and process improvements
- Participate in calibration sessions to maintain consistency in internal evaluations
- Review existing workflows, SOPs and come up with new ones to improve service levels
- Be involved in service enhancement projects (e.g. new service materials for internal Knowledge Base portals)
- Demonstrate mastery of customer service policies, procedures, and workflows; remain apprised of updates in a timely manner, including completing up-trainings.
- Contribute to the team culture in a positive manner

**Requirements**:

- 1-3 year-experience in customer service and quality, preferably within a call centre in the healthcare industry
- A demonstrated track record of providing excellent service to people at all levels in a multicultural, collaborative and team-oriented environment
- Proven track record of analytical skills
- Demonstrated proficiency in Google Suite or Microsoft Office Suite
- Experienced in developing and executing quality programs
- Great people skills and ability to communicate (negative) feedback
- Good organisational skills, knowledgeable in goal-setting practices
- Examples of data visualization abilities and understanding of support metrics
- Perception of basic business metrics and how support impacts those
- Problem-solving capabilities to create meaningful strategies to improve support quality
- Unquestioned integrity and high standards in the work you do
- Ability to travel to Labrador Park and be based out of the office when required
- Comfortable with ambiguity - we are a fast-growing business and there's always unchartered territories, which is part of the fun. You should be comfortable with it and understand that not everything is 100% defined all the time
- Fluent in English with strong written and verbal communication skills. Being able to speak another language is a plus