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Call Center Analyst

2 months ago

Mumbai Metropolitan Region, India Gynoveda Full time

About Gynoveda:

Gynoveda is a leading chain of Ayurveda-based fertility clinics providing holistic and natural solutions for infertility. They offer personalized care, cutting-edge Ayurveda practices, and a compassionate approach.


Role Context:


Position Title: Quality Assurance Specialist, Healthcare Contact Center

Grade: Assistant Manager

Job Location: Mumbai, Mindspace (Malad West)

Position Type: Full-time, in-office, 5 days/week

Work Timing: 9:00 am - 6:00 pm or 10:00 am-7:00 pm


Role Summary:

Responsible for ensuring high-quality, empathetic customer interactions, analyzing data, and providing insights to drive continuous improvement in a healthcare contact center environment.


Key Responsibilities:


Quality Assurance & Monitoring

  1. Audit and monitor transaction calls to ensure adherence to quality standards.
  2. Provide feedback to agents based on call monitoring results.


Reporting and Analytics

  1. Prepare and present various reports, including:
  • Quality performance reports
  • Productivity reports
  • Customer satisfaction (CSAT) and Net Promoter Score (NPS) reports
  • Bottom Quartile (BQ) improvement reports
  • QA score productivity reports
  1. Develop and maintain dashboards to track key performance indicators (KPIs)
  2. Analyze data to identify trends, opportunities for improvement, and areas of excellence


Quality Parameters:

  1. PKT (Process Knowledge Test): Conduct and prepare PKT for agents to gauge process understanding.
  2. Call Hygiene: Maintain a clean and organized call environment, adhering to Gynoveda standards.
  3. Empathy: Demonstrate compassion and understanding towards patients and caregivers.


Key Focus Areas:

  1. Bottom Quartile (BQ) Improvement: Focus on improving performance of lowest-scoring agents.
  2. Email Etiquette: Ensure agents adhere to professional email communication standards.
  3. QA Score Productivity: Monitor and optimize QA scoring processes for efficiency.


Requirements:

  1. Language Skills: Must have Good command over English language (spoken and written).
  2. Strong knowledge of quality assurance processes.
  3. Excellent communication and interpersonal skills.
  4. Analytical and problem-solving abilities.
  5. Experience in customer service or quality assurance, preferably in healthcare.
  6. Emotional intelligence and empathy.


Key Performance Indicators (KPIs):

  1. Report accuracy and timeliness
  2. Data-driven insights and recommendations
  3. Quality performance metrics
  4. Customer satisfaction (CSAT) and Net Promoter Score (NPS)
  5. Patient Experience Metrics


Work Environment:

  • Collaborative and dynamic contact center environment
  • Opportunity to work with a leading healthcare organization
  • Professional development opportunities


What We Offer:

  • Competitive salary
  • Health and wellness programs
  • Professional development opportunities
  • Collaborative and vibrant work environment
  • Fast-track growth opportunities