Quality Manager (medical assistance, contact center) in Ensuria Technologies OU

Ensuria is an international healthcare company that combines technology with life and health insurance. We work to make insurance and medical services accessible, convenient and understandable for everyone.

We offer customized business solutions and provide customer support through our own medical assistance anywhere in the world.

We are looking forQuality Manager, who will be responsible for the stable quality of customer service, compliance with service standards, medical protocols and internal algorithms of medical assistance work.

The main purpose of the position is control, analysis and development of the quality of communication of coordinators, and in the future - a medical clinic.

What is needed:

• analyticity, empathy, structure, stress resistance, diplomacy;
• ability to give constructive feedback;
• experience in the service/contact center;
• ability to work with Excel/Google Sheets;
• understanding of medical terminology;
• competent Ukrainian language, knowledge of English (will be an advantage).

What to do:

• Quality monitoring: listening to calls, analysis of chats and cases in CRM.
• Evaluation of appeals according to a checklist (scripts, empathy, accuracy, medical correctness, SLA).
• Formation of reports: weekly/monthly summaries, error analysis, FCR, CSAT, SLA indicators.
• Unification of standards, scripts and service tone.
• Providing individual and group feedback, participation in training.
• Participation in quality automation projects and cooperation with IT.
• Research and implementation of automation solutions evaluation.

We offer:

• Work format:full-time, remote work (for candidates from Kyiv, there is an opportunity to visit office)
• Work in a professional and caring team that values initiative.
• Opportunities for development and training.

Also:

• Interesting projects and challenges for self-realization
• Quality and clear adaptation system
• Cool modern ambitious team of super-professionals
• 18 working days of vacation per year
• Paid sick leave
• Corporate English courses
• Comfortable modern office next to Unit City, between Shulyavska and Lukyanivska
• Opportunity make friends with the office cat - Enshurian Andriyovych

Office address, str. Degtyarivska, 27 T. BC "Micom Palace".