Hiring Quality Analyst/ Senior Quality Analyst
- Apollo
- 2 - 6 years
- Hyderabad
- 3 years ago
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Job Description
Apollo Tele Health is hiring Quality Analyst or Senior Quality Analyst at Hyderabad Location.
Job purpose
- To drive the quality assurance process towards achieving industry standards quality benchmarks ensuring the best possible services are provided by the employees in their various deliverables
- To execute and ensure that New Hire associates and the tenured associates provide quality services in line with organizational objectives.
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 manager & Training Manager.
Authorities
- responsible to audit calls, monitor Voice/ Email Conversation and accurately measure qualitative performance of a team.
Qualifications / Certifications
- Education: Graduation (BE or BTech are not eligible).
- 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 conduction field training and audit.
Technical / Physical requirements
Job location: Hyderabad
Timings: General shift (9:30 am to 6:00 pm)
Workdays: 6 days a week
Required Languages:
- English, Hindi & Telugu, if any other reginal language will be an added advantage.
Interested candidate can revert or share their updated resume to ID: Na********w@ap************s.com Or whats app@ 9100010*** to arrange for interview.
Regards,
Nazia Devi - HR
Apollo Tele Health Services
Job Classification
Industry: Medical Services / HospitalFunctional Area: Quality Assurance,
Role Category: Business Process Quality
Role: Business Process Quality
Employement Type: Full time
Education
Under Graduation: Any GraduatePost Graduation: MS/M.Sc(Science) in Optometry
Doctorate: Doctorate Not Required, Any Doctorate
Contact Details:
Company: pollo Tele Health ServicesAddress: 88,MSR BLOCK 9th Floor,Krishe Sapphire,HITECH CITY, MAIN RAOD,MADHAPUR, Hyderabad, Telangana, India
Location(s): Hyderabad
Keyskills: quality analysis quality assurance quality analyst feedback team training customer service call monitoring quality
Apollo
Apollo TeleHealth Services aims at providing a successful working model of telemedicine which self-propagates throughout India and into the developing world. It will provide a channel for continuous access to the most sophisticated medical support systems at all times. Further, telemedicine shall im...
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