Hiring Quality Analyst- Healthcare BPO

Roles and Responsibilities

• Monitor the voice (Inbound & Outbound) & non voice (Chat and Email) responses to access the associates demeanour, technical accuracy, customer services performance & procedures.
• Identify and remedy defects within the production process.
• Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.
• Compile and analyse statistical data.
• Participating in design of call monitoring formats and quality standards.
• Performing call monitoring, identifying errors and best practices on the call.
• Documenting call behaviours and giving appropriate feedback to the customer service agents.
• Applying 80:20 rules while giving feedback to the agent, discussing the call and creating an action plan with timelines.
• Identifying call drivers and reporting to Quality TL/Manager.
• Using appropriate data management system to compile and track performance at team and individual level.
• Participating and facilitating Calibrations sessions to check understanding and maintain consistency with feedback.
• Providing training team with actionable data as and when required.
• Providing feedback to Call Centre team leaders and managers.
• Preparing and analysing internal and external quality reports / presentations for management staff review.
• Performing translations, IVR recordings and language assessments.
• Regular meetings with Quality & Training Manager.

Qualifications / Certifications

• Education: Graduation

Skills & Abilities:

• Good understanding on basic Quality tools.
• Should know feedback mechanism.
• An Analytical Approach.
• Keen Perception.
• Genuine Curiosity & Positive Outlook.
• Proficiency in MS Office (Word, Excel, and Power point).
• Language proficiency - English, Hindi & Telugu.
• Exceptional Communication Skills.

• Certifications: If Any.

• Experience: Min 1 Year experience.

Working conditions

• Should be able to flexible with the shifts and bound to company policies.

• Should be open to travel for executing the job responsibilities of client meeting and audit feedback.

• 6 days working rotational off

Interested candidates Whatsapp your CV to [phone removed]