Apollo Hiring For Quality Analyst | Immediate Joiners
- Apollo Hospitals
- 1 - 5 years
- Hyderabad
- 2 months ago
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Job Description
Roles and Responsibilities
- Monitor the voice (Inbound & Outbound) & non voice (Chat and Email) responses to
access the associates demeanour, technical accuracy, customer services performance &
procedures.
- Identify and remedy defects within the production process.
- Recommend, implement, and monitor preventative and corrective actions to ensure that
quality assurance standards are achieved.
- Compile and analyse statistical data.
- Participating in design of call monitoring formats and quality standards.
- Performing call monitoring, identifying errors and best practices on the call.
- Documenting call behaviours and giving appropriate feedback to the customer service
agents.
- Applying 80:20 rules while giving feedback to the agent, discussing the call and creating
an action plan with timelines.
- Identifying call drivers and reporting to Quality TL/Manager.
- Using appropriate data management system to compile and track performance at team
and individual level.
- Participating and facilitating Calibrations sessions to check understanding and maintain
consistency with feedback.
- Providing training team with actionable data as and when required.
- Providing feedback to Call Centre team leaders and managers.
- Preparing and analysing internal and external quality reports / presentations for
management staff review.
- Performing translations, IVR recordings and language assessments.
- Regular meetings with Quality manager & Training Manager.
Authorities
- responsible to audit calls, monitor Voice/ Email Conversation and accurately measure
qualitative performance of a team.
Qualifications / Certifications
Education: Graduation
Skills & Abilities:
- Good understanding on basic Quality tools.
- Should know feedback mechanism.
- An Analytical Approach.
- Keen Perception.
- Genuine Curiosity & Positive Outlook.
- Proficiency in MS Office (Word, Excel, and Power point).
- Language proficiency - English, Hindi & Telugu if any other reginal language will be an added advantage.
- Exceptional Communication Skills.
- Certifications: If Any.
- Experience: Min 1+ Year experience.
Job location: Madhapur, Hyderabad
Workdays: 6 days a week
Interested candidates please send resume to sh***********h@ap************s.com or WhatsApp CV to 8639839***
Job Classification
Industry: BPM / BPOFunctional Area / Department: Quality AssuranceRole Category: Business Process QualityRole: Call Quality AnalystEmployement Type: Full timeContact Details:
Company: Apollo HospitalsLocation(s): Hyderabad
Keyskills: Call Quality QC Tools Call Audit quality analyst Call Monitoring Call Calibration 7Qc CSAT TNI
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