Medical Quality Specialist - KLINIK MEDICAL CENTER

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 preset 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.

Bachelors 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: Fulltime