Quality Analyst- Customer Support

2 weeks ago

Chennai, India Amtex Systems Inc. Full time

About Company :

www.amtexsystems.com

Amtex Systems, a global technology innovator with 25+ years of expertise. Specializing in Software Development, IT Consulting, Digital Media, Business Intelligence, Mobile Applications, and Content Management, we're at the forefront of industry evolution caters to diverse sectors, including Technology, Finance, Media, Fashion, Retail, and the Public Sector.

People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual . Come, transform with us. We are hiring for our team .Elevate your career with us – where innovation meets opportunity


This position is for Securra which is Amtex’s Health care Product.


Securra Health is a leading smart health platform powered by proprietary actionable intelligence. Our mission is to enable connected, continuous, and collaborative care by delivering contextual, actionable insights to improve QACE (Quality, Access, Cost, Experience) in the healthcare ecosystem. Using advanced Cognitive AI, we provide virtual care programs that drive better outcomes across therapeutic categories.

Our ‘Expert in a Box’ solution leverages human-like reasoning, even with small datasets, to accelerate insight generation and adoption. Securra Health operates globally, with headquarters in New York and offices in Dubai and Chennai.


Job Role -- Quality Analyst – Customer Support/ Health Relationship Team

We are looking for a Quality Analyst to support our Health Relationship Team at Securra.


Responsibilities:

  • Monitor, evaluate and score enrolment calls against established quality assurance instruments and standards.
  • Collaborate with team leads and head of department to share call quality performance issues and provide regular reports on overall performance and trends
  • Identify and support other opportunities for quality improvement across the team
  • Develop materials and process documentation to support training, as needed.
  • Participate, as needed, in calibration sessions, employee communication sessions, and/or creation of communication tools.
  • Documenting quality issues, performance measures and quality improvements for review.
  • Provides performance expectations, action plans and development plans to improve call quality.
  • Models and shares best practices with team members with ability to receive feedback and act when appropriate.
  • Ensures the HROs adhere to predetermined quality assurance standards and the business’s standard operating procedures.
  • Create quality score cards to track performance levels.
  • Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability and other key metrics as determined


Qualifications:

• Qualified candidates must have 1-2 years of experience in call center or customer service environment with emphasis on quality improvement

• Must have previous Quality Assurance Analyst experience in a Call-Center Environment

• Must have demonstrated strong organizational, time-management, and written and oral communication skills

• Ability to analyze Quality issues and performance measures

• Requires solid analytical, organizational, trouble shooting and problem solution skills

• Ability to constructively confront peers and colleagues with value added input, feedback and assessments

• Proficiency in English and other regional languages

(Tamil/Telegu/Malayalam/Hindi/Kannada/Bengali)


If interested, please share you resume at Hiring@Amtexsystems.com

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