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Job Title
Call Center Quality Control Officer – Patient Care Services job at ConSol Limited
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About the Organisation
ConSol Limited is Nigeria’s leading provider of Contact/Call Center services and Customer Management Solutions. The company is dedicated to delivering world-class service delivery solutions that enhance customer satisfaction and operational efficiency across various sectors, including healthcare.
Call Center Quality Control Officer – Patient Care Services job at ConSol Limited | Apply Now
Lagos, Nigeria
Are you looking for Medical jobs in Nigeria 2025 today? then you might be interested in Call Center Quality Control Officer – Patient Care Services job at ConSol Limited
Full Time
ConSol Limited
Job Description
The Call Center Quality Control Officer will be responsible for monitoring and evaluating both live and recorded inbound patient calls to ensure agents adhere to service protocols, call scripts, and regulatory guidelines. The role will support quality assurance, process improvements, and staff coaching across ConSol’s integrated service lines, including dispatch care, telemedicine, 24/7 mini clinic, and diagnostics.
Duties, Roles and Responsibilities
Monitor and assess inbound calls for compliance with scripts, protocols, and healthcare standards.
Ensure agents properly handle calls related to dispatch care, telemedicine, diagnostics, and mini clinic services.
Identify service delivery gaps and recommend corrective actions or training.
Prepare and maintain quality assurance reports, documenting trends and compliance issues.
Work with Call Centre Supervisors to provide feedback and coaching to agents.
Assist in updating scripts and developing service benchmarks.
Maintain up-to-date knowledge of healthcare standards and data privacy regulations.
Support onboarding and continuous training for call centre agents.
Participate in regular audits and contribute to improvement initiatives.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Qualifications, Education and Competencies
Educational Background:
Degree or diploma in Nursing, Health Information Management, Public Health, or a related healthcare field.
Experience:
2–3 years of relevant experience in a healthcare or medical call centre.
Prior quality assurance or compliance experience is an added advantage.
Technical Skills:
Familiar with EMR/EHR systems and call monitoring software.
Skilled in documentation, reporting, and performance assessment techniques.
Soft Skills:
Strong attention to detail and analytical thinking.
Ability to provide constructive, unbiased feedback.
Excellent communication and interpersonal abilities.
Discreet and ethical handling of sensitive patient information.
How to Apply
ONLINE APPLICATION ONLY!
Interested and qualified candidates should forward their CV to: apply@consollimited.com using the job title Call Center Quality Control Officer – Patient Care Services as the subject of the email.
