Quality Analyst

6 days ago

Mumbai, Maharashtra, India HCAH Full time

Job Summary :

We're looking for a highly experienced and technically proficient Quality Analyst to ensure the highest standards of quality and compliance across our customer support operations. With 5-7 years of specialized experience, you'll be the primary point of contact for monitoring and evaluating customer calls and for the identification, documentation, and reporting of adverse events and product complaints. This is a hands-on technical role requiring deep knowledge of call monitoring software, data analysis, and regulatory reporting protocols, particularly within a regulated industry.

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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