Call Center Auditor

2 weeks ago


Hyderabad, India Fernandez Hospital Full time

**Job Profile Form**

**1: Job Purpose Statement**

Provide direct care to patients based on evidence-based practices, maintain accurate records and uphold the professional standards through continuous education and development. He/ She will maintain high standards of professionalism as outlined in the code of Fernandez Foundation professional conduct.

**2: Principal Accountabilities**

**Key Results Areas Key Performance Indicators**

Identity the training needs and schedule training

sessions with proper evaluation.

**Training **Empower agents to deliver good patient service

Support and mentor new employees

Monthly assessments.

Recommend, implement, and monitor preventative and corrective actions to ensure that quality
**Quality Performance **assurance standards are achieved.

No of calls Audited per month
No of calls audited per agent
No of feedbacks session /Tracking the improvement

Strong Industry and Content Knowledge

New processes and recent knowledge would always demand some type of learning intervention

**Process Knowledge **Strong Communication and Interpersonal skill

To ensure that

Detail Oriented and adhere to deadlines

**Dependability **No of trainings attended:
On time to work:
No of LOP / No information given:
Need to ensure that team is motivated and said

**New Implementations **feedback give should be result oriented

**3: Reporting Relationship**

HOD - Only Designations

Only Designations

**4: Job Requirements**

**Professional / Educational Qualifications Skills & Knowledge**

Graduate with valid registration Excellent communication skills in English, Hindi and
Telugu with minimum 1-2 year of experience

Good knowledge on the Call Audits and sharing feedback directly to the associate.

Training the agents.

Solving skills with respect to compliance requirements

**5: Competencies/Skill Sets**

**S.No Competency Definition**

Should be able to provide compassionate care to
1 Compassionate Care patients

2 Enthusiasm, Energy and Excitement “Can Do” Attitude

3 Confidence Ability to deal any kind of situation

4 Continuous Learning Should be able to upgrade the skills & knowledge

5 Team Work Should display good people skills

6 Communication Good written & verbal communication skills

**Job Types**: Full-time, Regular / Permanent

**Salary**: ₹510,000.00 - ₹600,000.00 per year

**Benefits**:

- Health insurance

Ability to commute/relocate:

- Hyderabad, Telangana: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelor's (preferred)

**Experience**:

- Call Auditing: 1 year (required)

**Language**:

- Hindi, English, Telugu (required)

Application Deadline: 29/07/2023
Expected Start Date: 08/08/2023



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