Quality Analyst

7 days ago

Ludhiana, India Technocrat Horizons Full time

Technical Responsibilities :- Platform Expertise : Conduct daily call monitoring using specialized software (e.g., NICE, Verint, Genesys). Leverage advanced features to analyze call sentiment, agent speech patterns, and adherence to specific scripts and protocols.- Data-Driven Analysis : Utilize data analysis tools (e.g., SQL, Tableau, or advanced Excel) to analyze quality metrics, identify trends, and generate comprehensive reports on agent performance, call drivers, and compliance breaches.- Adverse Event Workflow : Execute established technical workflows for adverse event reporting. This includes entering data into a specific pharmacovigilance database or complaint management system, ensuring data integrity and timely escalation.- System Integration : Work with IT and product teams to troubleshoot and improve the functionality of call monitoring systems and adverse event reporting platforms. Ensure seamless integration and data flow between different systems.- Root Cause Analysis : Perform detailed root cause analysis on quality failures and adverse events using a structured, data-driven approach.- Compliance Protocol Enforcement : Enforce technical and procedural compliance, ensuring all agent actions and documentation meet regulatory standards (e.g., FDA, EMA, PCI-DSS).Qualifications :- 5-7 years of experience as a Quality Analyst in a technical or highly regulated call center environment.- Demonstrated proficiency with call monitoring and quality management software (e.g., NICE, Verint, Genesys).- Proven experience with adverse event reporting or complaint handling within a regulated industry, such as pharmaceuticals, medical devices, or financial technology.- Strong technical skills in data analysis, including working knowledge of SQL or other database querying languages, and proficiency with data visualization tools like Tableau or Power BI.- In-depth understanding of the technical and procedural requirements for adverse event reporting and data integrity.- Excellent problem-solving and critical thinking skills, with an ability to dissect complex technical issues and propose data-backed solutions (ref:hirist.tech)

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