Quality Analyst

Advantmed India LLP; Ahmedabad District; On-site; INR 600,000 - 900,000; Full time

Job summary

Advantmed India LLP in Ahmedabad, Gujarat is seeking a Quality Assurance Analyst to monitor and score call quality, review performance, and support calibration sessions. You will contribute to ongoing improvement through analyses and reporting, ensuring adherence to QA standards and SOPs.

The role emphasizes strong communication, analytical thinking, and attention to detail to drive customer care excellence and process enhancements.

Qualifications

• Excellent problem-solving and issue resolution skills.
• Solid analytical skills and technical comprehension.
• Outstanding written and verbal communication abilities.
• Exceptional interpersonal skills and customer care expertise.
• Keeping attention to detail and thoroughness in all tasks.
• Effective listening skills are essential.
• Ability to make recommendations for process and policy improvements based on report findings.

Responsibilities

• Monitor, evaluate, and score outbound/inbound calls against established quality check instruments and standards.
• Review, evaluate, and score open and closed schedule calls to ensure compliance with quality standards.
• Participation in Calibration and Communication Sessions
• Actively participate in calibration sessions, employee communication sessions, and assist in the creation of communication tools as needed.
• Support Business Goals and Quality Standards
• Communicate and support the business goals, quality standards, processes, procedures, and policies effectively.
• Adherence to Quality Assurance Standards
• Ensure call center agents adhere to predetermined quality assurance standards and the organization’s standard operating procedures.
• Feedback and Reporting
• Monitor calls to provide constructive feedback regarding telephone etiquette, product information, and procedural adherence.
• Generate accurate and timely reports on a daily, monthly, and year-to-date basis, covering call quality, productivity, availability, and other key metrics as required.
• Ability to quickly understand the company’s operations and adapt to new concepts and processes.

Skills

Problem-solving

Analytical skills

Written and verbal communication

Interpersonal skills

Attention to detail

Listening skills

Organizational skills

Critical thinking

Job description

• Monitor, evaluate, and score outbound/inbound calls against established quality check instruments and standards.
• Review, evaluate, and score open and closed schedule calls to ensure compliance with quality standards.
• Participation in Calibration and Communication Sessions
• Actively participate in calibration sessions, employee communication sessions, and assist in the creation of communication tools as needed.
• Support Business Goals and Quality Standards
• Communicate and support the business goals, quality standards, processes, procedures, and policies effectively.
• Adherence to Quality Assurance Standards
• Ensure call center agents adhere to predetermined quality assurance standards and the organization’s standard operating procedures.
• Feedback and Reporting
• Monitor calls to provide constructive feedback regarding telephone etiquette, product information, and procedural adherence.
• Generate accurate and timely reports on a daily, monthly, and year-to-date basis, covering call quality, productivity, availability, and other key metrics as required.
• Ability to quickly understand the company’s operations and adapt to new concepts and processes.
• Analytical Skills
• Proficient in analyzing call center data to generate valuable insights and predict customer trends.
• Attention to Detail
• Detail-oriented with the ability to track key quality assurance metrics for improvement strategies.
• Critical Thinking
• Capable of thinking critically and developing creative solutions to address problems.
• Organizational Skills
• Strong ability to organize and prioritize work effectively to meet deadlines.

Qualifications

• Excellent problem-solving and issue resolution skills.
• Solid analytical skills and technical comprehension.
• Outstanding written and verbal communication abilities.
• Exceptional interpersonal skills and customer care expertise.
• Keeping attention to detail and thoroughness in all tasks.
• Effective listening skills are essential.
• Ability to make recommendations for process and policy improvements based on report findings.