KLINIK Medical Center, a leading healthcare provider in Kuwait, is searching for a dedicated and skilled Medical Quality Specialist to join our exceptional team.
About The Role
As a Quality Assurance Specialist, your goal is to maintain a high and consistent level
of customer service and excellent customer experience across the full team through
constant monitoring based on pre-set quality assurance guidelines to identify
performance gaps, work on root cause analysis and initiate improvement action
plans. It is your responsibility that, regardless of the channel used, customers always
get a consistently excellent service and experience.
Key Duties & Responsibilities:
- Design and implement quality assurance guidelines and evaluation processes
for customer service, operational workflows, and departmental procedures.
- Conduct detailed audits of customer service interactions, including phone
calls and messaging, to ensure compliance with established quality standards
and protocols.
- Develop customized quality monitoring checklists for different areas of the
business, including allocating different scoring mechanisms.
- Conduct regular and periodical audits on all functions in the medical center,
assessing all touchpoints across the customer journey to ensure experience
and service excellence.
- Analyze data from quality audits to identify root causes, trends, issues, and
areas for improvement and create detailed action plans.
- Provide clear insight into performance drivers and the levers which impact
performance and share regular performance reports with the Customer
Experience Manager.
- Build and maintain the detailed knowledge base including all FAQs
(Frequently Asked Questions) and detailed processes from all functions.
- Work closely with all teams on the creation of all SOPs (Standard Operating
Procedures) and integrate into the Knowledge base.
- Prepare and present regular reports on quality assurance activities and
metrics to the Customer Experience Manager.
- Work on the Mystery Customer Program through visit checklist analysis and
development of action plans.
- Facilitate training sessions for employees on quality standards and processes.
- Ensure compliance with regulatory standards and industry best practices.
- Monitor compliance with healthcare regulations and standards, ensuring all
customer service activities are in line with legal requirements.
Candidate requirements
Education & Experience
- 2+ years experience in a Quality Assurance Role
- Plus points for being in the healthcare field.
- Bachelor's degree in Nursing is preferred.
Arabic Speaker with Visa 18.
KLINIK Medical Center offers a competitive salary and benefits package, including:
- Private medical insurance
- Professional development opportunities
- A dynamic and supportive work environment
If you are a passionate Medical Quality Specialist professional seeking a challenging and rewarding opportunity to make a real difference in the lives of patients, we encourage you to apply. Please submit your resume to: confidential
Join KLINIK Medical Center and be a part of a team dedicated to providing exceptional care and transforming the healthcare experience in Kuwait.
Job Type: Full-time
This job has been sourced from an external job board.
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