Job Description

• Call Monitoring : Regularly listen to and evaluate patient interactions to ensure adherence to company policies, procedures, and quality standards.
• Feedback and Coaching : Provide actionable feedback to agents based on audit findings, helping them improve communication skills, compliance, and overall performance.
• Quality Scorecard Management : Develop, update, and maintain quality scorecards and evaluation forms to ensure consistent measurement criteria.
• Trend Analysis : Analyze call trends and patterns to identify recurring issues, agent challenges, or areas for improvement in service delivery.
• Compliance Assurance : Ensure that all patient interactions comply with regulatory and organizational requirements, such as data protection laws.
• Collaboration : Work closely with team leaders, trainers, and managers to address quality concerns and align on performance improvement strategies.
• Customer Experience Enhancement : Identify gaps in service that impact customer satisfaction and recommend process or training improvements.
• Report Generation : Prepare detailed audit reports, summaries, and dashboards to communicate findings, trends, and recommendations to stakeholders.
• Root Cause Analysis : Investigate the root causes of quality deviations or negative patient feedback and suggest corrective actions.
• Process Improvement : Contribute to the development and refinement of quality monitoring processes and tools to maintain high service standards.

Job Types: Full-time, Permanent

Pay: ?15,000.00 - ?25,000.00 per month

Benefits:

• Health insurance
• Leave encashment
• Provident Fund

Schedule:

• Day shift

Supplemental Pay:

• Yearly bonus

Ability to commute/relocate:

• Haryana, Haryana: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Bachelor's (Required)

Experience:

• QA: 3 years (Required)

Language:

• English (Required)

Work Location: In person