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:

- Positive 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 hidden)

📌 Hiring Quality Analyst- Healthcare BPO (Hyderabad)
🏢 Apollo Health Axis
📍 Hyderabad