Quality Consultant (Temporary Project Role - BPO)

Job Title: Quality Consultant (Temporary Project Role - BPO) 
Location: Philippines (US Healthcare Hybrid Process: Back Office + Voice) 
Role Type: Temporary Project Role (Contract-based) 
 

Job Description: 

We are seeking an experienced Quality Consultant to lead and establish a comprehensive quality audit program for our hybrid BPO operations. This role will focus on designing, implementing, and managing quality controls for both back-office and voice processes, including a mix of inbound and outbound calling. The Quality Manager will ensure all client operations meet service level agreements (SLAs) and continuously improve through targeted feedback and calibration. 

Key Responsibilities: 

1. Understand Current Operations: 

Responsibility: 

• Collaborate with Operations Managers and Team Leaders to gain an in-depth understanding of the existing hybrid processes (Back Office + Voice). 

• Analyze the current workflows, identify gaps, and define key quality metrics based on client needs. 
  
  
  Deliverable: 

• Operations Mapping Report: A detailed report that maps out the entire client operations teams, workflow of current client operations, identifying key CSAT levers, current gaps, and areas for improvement. 

• Quality Metrics Documentation: A documented list of initial KPIs, quality benchmarks, and key quality metrics to be implemented for performance measurement. 
   

2. Design Quality Parameters & Audit Program: 

Responsibility: 

• Develop a comprehensive quality audit framework, including call and transaction sampling methodologies. 

• Establish key performance indicators (KPIs) and quality parameters for assessing front-line agents’ performance. 

• Create standardized audit sheets to measure call quality and back-office task performance. 
  
  
  Deliverable: 

• Quality Audit Framework: A fully documented audit process, including KPIs, quality parameters, and methodologies for sampling calls and transactions. 

• Audit Sheets/Forms: Custom audit sheets/forms for voice (inbound and outbound) and back-office processes, designed to capture critical quality data points. 

3. Quality Control Implementation: 

Responsibility: 

• Implement a daily call and transaction sampling mechanism to review and assess agent performance. 

• Design and oversee the development of quality audit dashboards for real-time monitoring. 
  
  
  Deliverable: 

• Daily Sampling Program: A defined mechanism that specifies how calls and transactions will be sampled and assessed each day. 

• Quality Dashboards: An interactive, real-time quality monitoring dashboard for key stakeholders, showcasing agent performance metrics across both voice and back-office processes. 
   

4. Training Program for Quality Auditors: 

Responsibility: 

• Develop and execute a comprehensive training program for Quality Auditors, covering audit techniques, tools, and reporting standards. 

• Ensure auditors understand both voice and back-office auditing processes. 
  
  
  Deliverable: 

• Training Materials & Program: Comprehensive training manuals and workshops designed to upskill auditors on quality audit processes for both call center (voice) and back-office operations. 

• Training Completion Report: A documented list of auditors who have successfully completed the training, along with an assessment of their competencies post-training. 

5. Establish Control Processes: 

Responsibility: 

• Implement control processes to ensure consistent quality monitoring across teams. 

• Develop feedback mechanisms to drive ongoing process improvement based on quality audits and performance trends. 

• Facilitate calibration sessions between Quality Auditors, Team Leaders, and Operations Managers. 
  
  
  Deliverable: 

• Quality Control SOPs: A set of standardized operating procedures (SOPs) for ensuring quality audits are performed consistently and accurately across all teams. 

• Feedback Loop System: A structured process for delivering feedback to agents and managers, based on audit results. 

• Calibration Reports: Documentation of calibration sessions held with detailed notes on alignment of quality standards. 

6. Continuous Improvement & Feedback: 

Responsibility: 

• Provide detailed feedback to Operations and Training teams to address performance gaps. 

• Lead regular calibration sessions to align quality standards across the organization. 

• Suggest and implement continuous process improvements to ensure SLAs are met or exceeded. 
  
  Deliverable: 

• Improvement Plan: A continuous improvement plan that outlines areas for development and specific actions to resolve quality issues and meet SLAs. 

• Calibration Logs: A detailed log of all calibration sessions, highlighting feedback provided and changes made to align quality standards. 

• Process Improvement Report: A regular report outlining the impact of process changes, with an emphasis on SLA performance and overall quality improvements. 
   

7. Review and Implement Best Practices: 

Responsibility: 

• Conduct industry research to ensure the latest quality management tools, methodologies, and best practices are adopted for hybrid contact centers. 

• Leverage quality monitoring software for automation and increased efficiency. 
  
  Deliverable: 

• Best Practices Document: A comprehensive document that outlines the latest industry standards, tools, and quality assurance methodologies to be integrated into the BPO's quality management framework. 

• Software Integration Proposal: A proposal detailing any software tools or automation solutions that should be implemented to enhance the quality control processes. 

8. Reporting & Documentation: 

Responsibility: 

• Create comprehensive reports and presentations on quality performance, audit results, and process improvement recommendations. 

• Document all processes, tools, and methodologies for long-term sustainability of the quality program. 
  
  
  Deliverable: 

• Monthly Quality Reports: A detailed monthly report summarizing audit findings, agent performance, quality scores, and actionable recommendations for improvement. 

• Final Quality Program Documentation: A complete document covering all established processes, KPIs, training materials, audit forms, and control measures for ongoing use by the organization. 

Required Skills & Qualifications: 

• Bachelor’s degree or higher in business management, operations, or related field. 

• Minimum 5+ years of experience in Quality Management, preferably in Healthcare BPO or contact center operations. 

• Strong understanding of hybrid processes (voice and back office). 

• Expertise in designing quality frameworks and audit programs. 

• Proven experience in training and developing quality audit teams. 

• Familiarity with the latest quality management tools and software. 

• Excellent problem-solving, communication, and organizational skills. 

• Experience with industry-leading tools for call monitoring and back-office QC.