Quality Analyst

From 7 to 10 year(s) of experience
₹ Not Disclosed by Recruiter

Job Description

Roles and Responsibilities

Role: Quality Analyst,Pune

Location: Initially Remote till COVID. Thereafter, Pune

Office Time: 5:30pm to 2:30 am

Transport/Cab Facility Offered : Yes


Job Description:

We are looking for a Quality Analyst for our Pune Office. In this role, the ideal candidate would ensure that customer-service representatives are interacting with clients in ways that serve the business’ best interests. Quality-assurance analysts often monitor phone calls to measure performance and help implement the business’s strategic objectives. An ideal candidate would use statistical methods to take a proper sampling of the phone calls and then report the results of the study. The prospective candidate would be responsible to identify the best way to evaluate performance which helps the organization recognize the underlying problems and thereby increase its effectiveness in operations.

KEY RESPONSIBILITIES:

  • To audit the number of calls/Emails/Tickets/ on a daily basis
  • Record feedback and to let the agent know about his/hers areas of improvements
  • Bring in necessary changes to the process, reducing errors and escalations
  • Develop, recommend and monitor corrective and preventive actions
  • To check whether the agent has incorporated Knowledge and competence and the customer was able to comprehend to what the agent was talking about
  • Attend call calibrations
  • To check if the agent has used the right telephone etiquettes, and followed appropriate call procedures and has a given a proper resolution for the customers’ request
  • Prepare reports to communicate outcomes of quality related activities
  • Investigate customer complaints and non-conformance issues
  • Strong attention to detail and accuracy and oriented to customer service
  • Collect, manage and analyze data - Analyze the numbers, trends and data to come up with suggestions for improvement



Education

  • University degree (Bachelor’s degree in a technical field)
  • Advanced competencies in Microsoft Word, Excel and PowerPoint

Experience

  • At least two years of relevant work experience
  • Interest and/or experience in the IT, consulting, or telecommunications industries
  • Experience in meeting deadlines in a high pressure environment
  • Demonstrate ability to solve problems with a sense of ownership, enthusiasm and innovation
  • Self-starter requiring minimal supervision



Other Skills

  • Manage and maintain excellent rapport with the clients and senior level executives
  • Direct contact with customers and in-house staff and executives
  • Ability to work within a team environment and individually
  • Communication - Excellent written and oral communication skills
  • Problem solving - Strong and timely problem-solving skills
  • Ability to work in flexible hours based on requirement





Role:Quality Auditor / Inspector

Salary: Not Disclosed by Recruiter

Industry:Medical Services / Hospital

Functional Area:Quality Assurance

Role Category:Business Process Quality

Employment Type:Full Time, Permanent

Education

UG:B.Tech/B.E. in Any Specialization

Company Profile

RS Consultants

A Canadian healthcare technology company that has developed an innovative, medical-grade, AI-based software and hardware platform for the remote monitoring and management of patients with chronic medical conditions.
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Contact Company:RS Consultants

Website:http://jobs.rsconsulting.in