Quality Analyst

·                     · High-performance delivery on all quality parameters.

·                     · Audit transactions on Product/process and other required parameters.

·                     · Conduct audits and feedback for the targeted population with the objective of improving scores.

·                     · Effective Planning and Prioritization to drive performance.

·                     · Effectively share knowledge through timely closure of all client/quality updates.

·                     · Drive Continuous Improvement in the team along with metrics improvement.

·                     · Customer/Client Interactions.

·                     · Data Collection and Analysis.

·                     · Data analysis and making designated reports/decks.

·                     · Participate in calibrations to ensure consistent scoring & feedback delivery approach.

·                     · Make recommendations and drive improvement.

·                     · Provide mentorship to new hires.

·                     · Reduce learning curve and help enhance product/process knowledge of new joinees.

·                     · Ensure that internal policies, procedures, and compliance regulations are being followed.

·                     · By using knowledge of process, proactively identify areas of concern and highlight to relevant stakeholders.

·                     · Prepare TNA, publish and execute for 100% closure.

·                     · Real Time Support (Production/Live Support) on the floor as per the business requirement.

Essential Skills / Expertise required: -

·                     · Experience in customer care(voice) - Hospital Business Desired

·                     · Must have the ability to work under pressure.

·                     · Understanding of Audit & Coaching process.

·                     · Excellent writing and comprehension skills.

·                     · Ability to observe, analyse and give constructive feedback.

·                     · Presentation, Feedback & Coaching skills.

·                     · Hands on experience on MS-Office; preferably on MS-Excel, Power Point.

·                     · Effective problem-solving skills.

·                     · Highly energetic & enthusiastic.

·                     · Interpersonal skills and Teamwork

·                     · Analytical Skills / Quantitative skills

·                     · Process orientation & structured thinking.