Call Quality Analyst

Lifetime Health Plus Care Pvt Ltd; Singapore; On-site; SGD 75,000 - 100,000; Full time

Job summary

A leading home healthcare services provider is seeking a Customer Support Quality Control Manager to enhance service quality and customer satisfaction. The ideal candidate will possess 5+ years of customer support experience, including 2 years in quality assurance, and will excel in data analysis and training. The role involves monitoring performance metrics and collaborating with various departments to improve customer interactions, ensuring compliance with industry standards.

Benefits

Provident Fund

Performance bonus

Qualifications

• Bachelor’s degree in Business Administration, Healthcare Management, or a related field.
• Minimum of 5 years in customer support, with at least 2 years in a quality control role.
• Strong analytical and problem-solving skills; excellent communication skills.

Responsibilities

• Oversee and enhance the quality of customer support services.
• Monitor performance metrics and analyze customer interactions.
• Design and implement training programs for support staff.

Skills

Analytical skills

Communication skills

Problem-solving skills

Attention to detail

Customer-oriented mindset

Education

Bachelor's degree in Business Administration or Healthcare Management

Tools

ZOHO CRM

Excel

Job description

Job Title: Customer Support Quality Control Manager (HealthCare Mandatory)

Department: Customer Support

Reports To: Customer Support Lead

Job Type: Full-time

About Lifetime Health

At Lifetime Health, we are dedicated to providing exceptional home healthcare services that enhance the quality of life for our clients. We pride ourselves on delivering compassionate and personalized care, and our commitment to excellence extends to every aspect of our operations, including customer support.

Position Overview

The Customer Support Quality Control Manager will oversee and enhance the quality of our customer support services. This role is responsible for monitoring performance metrics, analyzing customer interactions, and implementing improvements to ensure our support team delivers the highest level of service. The ideal candidate will have a strong background in quality assurance, excellent analytical skills, and a passion for improving customer experiences.

Key Responsibilities

1. Quality Assurance Monitoring: Regularly review and evaluate customer support interactions to ensure compliance with company standards and best practices. Provide actionable feedback to support staff.
2. Performance Metrics: Develop and maintain performance metrics and dashboards to track key indicators of support quality, including customer satisfaction, response times, and resolution rates.
3. Training and Development: Design and implement training programs for support staff to address areas for improvement and enhance overall service quality. Conduct regular training sessions and workshops.
4. Process Improvement: Identify areas for process improvement within the customer support function. Collaborate with other departments to streamline workflows and enhance efficiency.
5. Customer Feedback: Analyze customer feedback and complaints to identify trends and areas for improvement. Implement strategies to address common issues and improve customer satisfaction.
6. Reporting: Prepare detailed reports on quality control findings, performance metrics, and improvement initiatives. Present findings to senior management and recommend actions based on data analysis.
7. Compliance: Ensure that all customer support activities comply with industry regulations and company policies. Stay updated on industry best practices and regulatory changes.
8. Team Collaboration: Work closely with customer support supervisors and staff to promote a culture of excellence. Facilitate regular team meetings to discuss quality-related topics and share best practices.

Qualifications

• Education: Bachelor's degree in Business Administration, Healthcare Management, or a related field. Advanced degree or certifications in quality management are a plus.
• Experience: Minimum of 5 years in customer support, with at least 2 years in a quality control or quality assurance role. Experience in healthcare industry is mandatory.
• Skills: Strong analytical and problem-solving skills. Excellent communication and interpersonal skills. Proficiency in data analysis and reporting tools (e.g., Excel, ZOHO CRM systems). Ability to manage multiple projects in a fast-paced environment.
• Knowledge: Knowledge of quality assurance methodologies and best practices.
• Attributes: Detail-oriented, customer-focused, proactive, self-motivated, with a strong sense of accountability.

Additional Details

• Industry: Home Health Care Services
• Employment Type: Full-time
• Benefits: Provident Fund, Performance bonus
• Work Location: In person

Recruiter Details

Lifetime Health Plus Care Pvt Ltd

Job Tags

quality assurance, business process quality

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Excellent communication skills, Attention to detail, Analyzing data, Problemsolving skills, Customer-oriented mindset

call monitoring, data analysis, analytical skills, performance analysis, reporting, english, communication, process improvement, customer service, quality assurance, verbal communication, kannada, malayalam, coaching, tamil, regional language, telugu, gujarati, written communication, customer experience cx, call auditing, bpo quality analyst, customer support qa, attention to detail, quality analyst, problemsolving, verbal, written communication

Technical Proficiency, Interpersonal Skills, Attention to Detail, ProblemSolving

Additional skills repeated for emphasis.