[MY] Senior/Exec, Quality Assurance & Training

About The Team Doctor Anywhere's Operations team is a crucial part of the company. We ensure the day-to-day excellence of our TPA business, virtual and in-person clinical services, resolving operational issues in a timely manner and providing the best customer experience possible. We make sure that our customers remain our top priority. About The Role As a Trainer and Quality Analyst in the healthcare call center, you will play a crucial role in ensuring the effectiveness of operations. Your responsibilities will include developing and delivering training programs and evaluating the quality of customer service's work, and implementing improvement initiatives. This position requires some understanding of the healthcare industry. This role reports directly to the Assistant Manager, Quality Assurance & Training. Customer Service Trainer

• Identify and develop individualised and group training plans to address varying needs
• Effectively communicate updates and developments with team members, trainers and management
• Create and maintain meaningful training materials, onboarding programs & SOPs for all customers facing touch points
• Manage the classroom to ensure an organised and productive learning environment for all trainees
• Ensure trainee success by providing coaching and feedback during training and providing feedback to managers on trainee engagement and performance
• Keep up with the day-to-day logistics of running a training, including communicating training details to trainees, coordinating classroom materials, and other administrative duties as required
• Implement evaluation mechanisms to assess the effectiveness of training programs and gather feedback from participants, making necessary adjustments for continuous improvement.
• Based on quality assessments to develop and implement targeted training programs addressing identified areas of improvement.

Quality Assurance

• Implement clear overall quality strategy with scalable process, tools and systems that allow efficient monitoring of performance versus target
• Audit and monitor inbound and outbound calls, chats and emails assessing interactions based on internal standards
• Assess quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with frontline teams to improve quality performance
• Effectively communicate updates and developments with team members, trainers and management
• Provide coaching and performance analysis to the frontline team members
• Work with your manager to design & maintain templates for email responses and scripts for calls for respective clients
• 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

About You

• A start-up attitude - you take full ownership of things that you do, willing to go out of your comfort zones and take on new challenges.
• Comfortable with ambiguity and flexible to learn new things - we're not done growing, and heading into uncharted territories is part of the fun!
• Strong Communication and presentation skills - Presentation skills is important when conducting training and ability to provide constructive feedback to customer service
• Attention to Detail and Critical Thinking- Good attention to detail and able to identify the errors and solutions. Able to determine potential cause-and-effect relationships and come up with improvement plan
• Time Management - Able to plan and prioritize given tasks efficiently and productively

About Doctor Anywhere Doctor Anywhere (DA) is a regional tech-enabled, omnichannel healthcare provider delivering care to 2.5 million users across 6 countries in Southeast Asia. Founded in 2017 with a mission to make healthcare simple, accessible, and efficient for all, DA leverages technology to enable individuals towards preventive, long-term health via holistic offerings including our telehealth app, physical clinics and pharmacies, mental wellness, specialist consults, and also an online health & wellness marketplace for supplements, healthy snacks, home-based health screening and vaccinations. DA's goal is to build a regional digital healthcare ecosystem, advanced by the 3,000 GPs and specialists within our regional network, over 1,000 corporate organisations, and 25 regional insurers we work with. Grounded in our motto 'Keep Going, Keep Growing', our team strives towards excellence, with innovation and collaboration at our core, and values diversity in perspectives brought by every member. Join us in our mission to transform Southeast Asia's healthcare future! Not for you We have other opportunities that may interest you or someone you know. Feel free to visit us at our careers page - for more information. Presentation, Critical Thinking, Communication, Time Management, Attention To Detail, Quality Assurance, Training