Apollo Hiring For Quality Analyst | Immediate Joiners

Job Description

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 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 if any other reginal language will be an added advantage. Exceptional Communication Skills. Certifications: If Any. Experience: Min 1+ Year experience. Job location: Madhapur, Hyderabad Workdays: 6 days a week Interested candidates please send resume to shruthi_beulah@apollohospitals.com or WhatsApp CV to 8639839227