About this role
Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.
• Responsible for monitoring in an objective fashion all customer contact points. (Web, voice, e-mail, white mail) • Responsible for reporting all behavior that does not conform to the quality standards set by the company and the account management. • Designs and implements reports to establish patterns and trends of quality issues as they may arise. • Provides quantifiable data to all quality judgments that are made. • Works with operations as an auditor as well as regulator of quality issues. • Works with Training and Operations to provide trend reports to address any issues that need refresher training. • Conducts calibration session with the client and with Operations. • Conducts product specific coaching sessions with the agents regarding trends and quality. • Responsible in releasing updates and training flashes to Operations and Training group. • Handles incoming calls and/ or escalated calls and meets telephone productivity standards. • Follows other tasks and/ or offline tasks assigned by his Training/ Quality Managers. Job title:
Team Lead-Quality CC Job Description:
DUTIES & RESPONSIBILITIES:
Shift Management Function:
• Performs daily monitoring of CSAs quality & productivity metrics by utilizing reports and database available. • Implements floor management policies in order to ensure adherence to service level agreements between clients. • Ensures that CSAs scheduled for the day is accounted for. • Ensures connectivity and proper functioning of systems/ equipment of the CSAs prior to the shift and reports to workforce, CT group and Operations Manager for the immediate repair/ replacement of defective unit. • Answers questions while CSAs are on-line and provide assistance in cases of technical problems experienced by CSAs in their function. • Ensures that coaching and huddle schedules on a daily basis are carried out. • Ensures CSAs adherence to schedules – shift schedule and off the phone schedules. • Ensures that Team Leader checklist is completed daily and submitted weekly to his/ her respective leader. • Escalates issues to Operations Manager or Shift Manager. • Accomplish monitoring requirements as needed.
Quality & Policies/Procedures Compliance Monitoring Function:
• Be able to provide timely and accurate updates to the CSAs thru scheduled coaching time and/ or ad hoc for Hotline behaviors and/or non-compliance errors. • Be able to carry out process related activities within the prescribed turn-around time. • Ensures that non-compliance errors are coached to CSAs within the turn- around time. • Ensures that all monitored calls are reviewed within the turnaround time. • Attends calibrations and alignment meetings with support groups (QA and/ or Training). • Knows and follows existing internal and external processes of the program • Be able to carry out disciplinary action documents on a timely manner. • Ensures that CSAs adhere to work schedule.
Staff Development/Team Building Function:
• Be able to manage and resolve CSAs’ HR related concerns • Be able to ensure high morale of the team by carrying out team bonding activities. • Be able to coach CSAs and provide feedback on weekly performance as evidenced by a signed coaching log. Complete one-on-one feedback sessions with CSAs, which can include counseling for disciplinary purposes (Ensure high motivation with low disciplinary actions). • Be able to cascade process/ product updates to CSA on a timely manner • Be able to do trend/ call handling analysis on CSA’s calls for coaching and action planning. • Be able to create specific Individual Development Plans for CSAs over a given period of time. • Be able to effectively cascade internal & client-related policies and programs to CSAs on a timely manner. • Be able to meet with team at least once a week to discuss issues and share best practices. • Be able to identify team members who display potential for other positions within the company. Assign tasks or projects to further develop that potential.
Administrative Function:
• Generates individual semi-monthly Employee Attendance Records via Global ESS. • Reflects approved changes on schedules. • Be able to conduct yearly performance appraisals. • Be able to investigate and validate violations to the Project Cigna Code of Conduct, recommends and serves corresponding disciplinary action. • Be able to perform special assignments or handle projects as delegated by leaders. • Be able to submit reports as needed:
• Weekly Coaching logs • Weekly Huddle Agenda • Weekly & Monthly Team Performance Reviews • Yearly Performance Appraisal for each CSA • IDPs for CSAs • Monthly EXCEED Nominees
Others:
• Perform tasks assigned by the Shift Manager. • Periodically conducts interviews and screening for agent positions.
General Safety and Security
• Protects the organization’s assets by upholding the principles of the Quality Information Security Management System (QISMS). • Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions. • Remain compliant with the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA), HITECH Act & URAC.
Location:
BLR, AMR TECH PARK 2A 2nd FloorIndia