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Quality Analyst
Location: IN-Pune
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Job DescriptionThe Job Role and Responsibilities The primary responsibilities of a Quality Analyst would be : Auditing of calls and data updated by the executives and complete analysis of services provided on that call. Sharing daily Quality reports & Quality Scores with the team & Preparation of daily dashboards & Analysis of audited data. Sharing One-On-One Feedback with executives on the basis of audits. Participating in internal & external calibration sessions with Quality/Operations. Analysis of calls/appointments/data and sharing RCA. Works with the Operations team to develop the overall process improvement strategy and quality plan. Monitoring if an executive has used the right telephone etiquette and followed appropriate hold procedures and has given a proper resolution for the customer's request. Highlighting issues as per the quality parameters. Inducting Refresher/Quality sessions as per requirement. Identifying fatal and non-fatal errors impacting the process and. take corrective/preventive action. Identifying areas of improvement and preparing the process to achieve the desired Quality Standards. Ensuring that internal policies, procedures, and compliance regulations are being followed. Conducting quality sessions for the NHT batch. Providing managers with regular performance feedbacks on the executives. Auditing calls for trainees during training & the job training (OJT Batch) Ensuring the service is being provided to our participants with respect to FFD value parameters. Desired Skill-Set Excellent in written, verbal, and interpersonal communication skills Excellent listening and analytical skills Solid time management skills. Focus on quality and customer service Ability to handle pressure Self-Driven and motivated Well versed with quality tools Flexibility and Availability for any ad-hoc business requirement Qualification - Graduate from any stream Experience - 2 to 3 years of work experience in customer service call monitoring and 5+ Years of experience in QA. Languages - Marathi, Hindi & English Annual Salary - Best In Market Job Location - Prabhat Road, Pune Employement Category:Employement Type: Full time Industry: Medical / Healthcare Role Category: Quality (QA-QC) Functional Area: Not Applicable Role/Responsibilies: Quality Analyst
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