✨ AI Summary
The Quality Assurance Analyst will monitor and evaluate patient interactions across calls, emails, and chats to ensure adherence to quality standards, scripts, and procedures. This role involves providing feedback and coaching to agents to enhance performance, identifying areas for improvement, and preparing quality reports. Collaboration with team leaders and trainers for continuous improvement and conducting calibration sessions for consistent evaluation are key responsibilities. The position requires a fixed night shift from 7:00 PM to 4:00 AM, with 5 working days per week.
Requirements
RequirementsMinimum 1–2 years experience in BPO / Call CenterExperience in call monitoring, quality scoring, and feedbackStrong communication and analytical skillsGood knowledge of quality metrics (CSAT, AHT, FCR)High attention to detail and problem-solving abilityAbility to work in a fast-paced environment
Description
Monitor and evaluate Patient interactions (calls, emails, chats)Ensure agents comply with quality standards, scripts, and proceduresProvide feedback and coaching to improve agent performanceIdentify trends and areas for improvementPrepare quality reports and performance scorecardsWork closely with team leaders and trainers for continuous improvementConduct calibration sessions to maintain evaluation consistencyEnsure compliance with company policies and client requirements Working Hours - Fixed night shift: 7:00 PM – 4:00 AM - 5 working days per week (Monday – Friday) - 2 days off per week - 1-hour lunch break