Quality Assurance Specialist

1 week ago

Delhi, India Booth and Partners Pte Ltd Full time
Job DescriptionMonitor and evaluate call center interactions, including inbound and outbound calls, emails, and chat sessions, to ensure adherence to company policies, procedures, and quality standards.

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Conduct regular audits and assessments of call center agents' performance, providing constructive feedback and coaching to improve patient service delivery.

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Develop and implement quality assurance processes and procedures to enhance the efficiency and effectiveness of call center operations.

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Identify trends, issues, and areas for improvement based on quality assurance data and analysis, and collaborate with management to implement corrective actions and training programs.

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Maintain accurate records and documentation of quality assurance evaluations, findings, and recommendations.

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Collaborate with cross-functional teams, including training, operations, and patient service, to promote a culture of continuous improvement and excellence in patient service delivery.

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Stay abreast of industry trends, best practices, and regulatory requirements related to call center quality assurance, and ensure compliance with relevant standards and guidelines.

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Provide support and assistance to call center agents as needed, including answering questions, resolving issues, and addressing patient escalations.

Requirements

2-5 years of experience in quality assurance, patient service, management experience within a call center environment.

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Strong knowledge of patient service principles, practices, and techniques.

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Excellent communication skills, both verbal and written, with the ability to provide

clear and constructive feedback.

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Ability to work independently and collaboratively in a fast-paced, dynamic environment.

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patient-focused mindset with a passion for delivering exceptional service and driving continuous improvement.

This job description outlines the key responsibilities and qualifications for the Quality Assurance Specialist position in our call center. We are looking for a dedicated professional who is committed to ensuring the highest standards of quality and patient satisfaction in our operations. If you meet the qualifications and are interested in joining our team, we encourage you to apply.

Requirements2-5 years of experience in quality assurance, patient service, management experience within a call center environment. ● Strong knowledge of patient service principles, practices, and techniques. ● Excellent communication skills, both verbal and written, with the ability to provide clear and constructive feedback. ● Ability to work independently and collaboratively in a fast-paced, dynamic environment. ● patient-focused mindset with a passion for delivering exceptional service and driving continuous improvement. This job description outlines the key responsibilities and qualifications for the Quality Assurance Specialist position in our call center. We are looking for a dedicated professional who is committed to ensuring the highest standards of quality and patient satisfaction in our operations. If you meet the qualifications and are interested in joining our team, we encourage you to apply.

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