Apollo Hiring Quality Auditor/Analyst - QA - BPO (Odia & Telugu)

Job Summary

Key Responsibilities

• Evaluate calls based on pre-defined criteria such as communication skills, adherence to scripts, problem-solving abilities, and customer service etiquette.
• Use quality monitoring tools and software to assess call quality.
• Document findings and provide detailed feedback to customer service representatives.
• Identify areas of improvement and recommend appropriate training or coaching
• Prepare detailed quality reports and summaries for management.
• Analyze trends and patterns in call quality to identify common issues and areas for improvement.
• Assist in developing action plans to address recurring problems
  Ensure that all calls comply with company policies, procedures, and regulatory requirements.
• Stay updated with industry best practices and quality assurance standards.
• Provide feedback and coaching to customer service representatives based on call evaluations.
• Collaborate with training teams to develop and implement training programs aimed at improving call quality
• Analyze customer feedback and complaints to identify potential issues in service delivery.
• Recommend changes to processes and procedures to enhance customer satisfaction.

Qualifications

• Language Proficiency

  : Fluency in English,Hindi,Telugu & Odia is mandatory.

• Education

  : Bachelors degree in a relevant field (preferred).

• Experience

  : Previous experience in a quality Analyst role, must be in a call center or customer service environment.

• Skills

  :
• Excellent listening and analytical skills.
• Strong verbal and written communication skills.
• Ability to provide constructive feedback in a clear and concise manner.
• Proficiency in using quality monitoring tools and software.
• Strong attention to detail and problem-solving skills.

How to Apply

Interested candidates can send updated resume on Whatapp 8639839227 or email Shruthi_Beulah@apollohospitals.com