Customer Service Quality Analyst

Job Title: Customer Service Quality Analyst

Department:

Location:

Position Overview

The Customer Service Quality Analyst at All Care Therapies plays a critical role in upholding high standards for client communication, documentation, and service. This position ensures that all client interactions are documented accurately, workflows are adhered to effectively, and communication is clear, positive, and patient-focused. The Quality Analyst will also participate in the onboarding and training of new customer service agents, guiding them to become high-quality representatives of our team.

Key Responsibilities

Quality Monitoring and Documentation

• Regularly review and assess recorded client interactions for accuracy, clarity, and adherence to documentation standards.
• Ensure proper workflows are consistently followed during client interactions to maintain compliance and efficiency.
• Provide feedback to agents based on findings to improve documentation practices and service consistency.

Patient Communication

• Evaluate both verbal and written communication with clients to ensure a positive, empathetic, and patient-centered approach.
• Offer feedback and coaching to agents on communication style,tone, and clarity to enhance the client experience.
• Monitor client responses to evaluate the effectiveness of communication and identify areas for improvement.

Training and Development

• Participate in the training of new and experienced customer service agents, providing guidance on quality standards, documentation practices, protocols and effective patient communication.
• Develop training materials and resources to promote adherence to workflows and service quality.
• Conduct quality-focused workshops and one-on-one coaching sessions for ongoing staff development.
• Participate in the development of testing of new processes and workflows.
• Participate in revision of any existing workflows and/or processes.

Continuous Improvement

• Identify trends or issues in service quality, documentation, or workflow adherence and propose solutions to the management team.
• Collaborate with customer service QA lead and CS leadership to implement new procedures and training initiatives to improve service quality.
• Participate in regular team meetings to discuss quality objectives, share insights, and provide updates on progress.

Qualifications

• Education:

  High school diploma or equivalent required; associate or bachelors degree in a relevant field preferred.

• Experience:

  Minimum of 2 years in a customer service or quality assurance role, preferably in a healthcare or therapy services environment.

• Skills:

• Strong analytical skills with attention to detail in evaluating documentation and communication quality.
• Excellent verbal and written communication skills with a patient-focused approach.
• Proficiency in customer service software and documentation tools.
• Ability to work independently and as part of a team.

• Competencies:

• High standards for accuracy and thoroughness in all documentation.
• Empathy and professionalism in client interactions.
• Need to be an English first speaker
• Aptitude for training and mentoring new team members.

Working Conditions

• Schedule:

  Full-time position, with occasional after-hours work as needed for training and quality assessments.

• Environment:

  Office-based

Communication Level:

Shift Timings:

Immediate joiners preferred.

poonam.anbu@amvik.solutions

Ph no - 9840832366