Quality Assurance Associate

Job Profile Quality Assurance Associate Location India -Remote Requirement Full Time Monday to Friday Client s Holiday Calendar shall apply Shift Yes as per table below on shuffling basis Shifts EST Time zone IST Time zone Mar to Oct IST Time zone Nov to Feb 1 8 AM to 5 PM EST 5 30 PM to 2 30 AM IST 6 30 PM to 3 30 AM IST 2 11 AM to 8 PM EST 8 30 PM to 5 30 AM IST 9 30 PM to 6 30 AM IST Job Overview SoftClouds LLC is looking for Quality Assurance Associates - that are passionate about delivering excellence making a difference and taking client business process to the next level This role is client facing and is the main day-to-day contact in supporting our client s business activities and assisting in the development of programs that improve the overall end-user experience We are looking for a candidate who has worked in Tier 1 Indian BPO companies as business process improvement and support functions This is an individual contributor role this role requires professionalism and discretion in interactions with both internal and external customers of our client The Quality Assurance Associate plays a key role in maintaining efficient operations and ensuring customer satisfaction The Quality Assurance Associate role is responsible for reviewing and auditing reported quality incidents voice interactions with clients end-users and order placement fulfillment processes The role is responsible for identifying opportunities to enhance service quality and contributing to the development of programs that elevate the overall patient client experience This role demands a collaborative and constructive approach building positive relationships across the organization The ideal candidate will earn the trust and confidence of others by consistently demonstrating professionalism and expertise in a dynamic and evolving environment Job Roles Responsibilities Should have 3 years hands-on experience working in Tier 1 Indian BPO companies as business process improvement and support functions for quality monitoring providing feedback for improvement coordinating call calibration sessions preparing quality reports and maintaining knowledge of policies and procedures Participate in the design of quality monitoring and continual improvement processes Perform Production floor quality monitoring Review and submit Adverse Events Perform call monitoring for Call Center and Pharmacy Understand the performance and quality standards of all teams Promote excellence in service delivery and ensure that audited evaluations conform to accepted and consistent quality standards Review orders through random selection via computer programs and package review Provide feedback that promotes improvement and understanding Maintain a thorough knowledge of policy and procedure and recommend changes when needed Coordinate and facilitate call calibration sessions with leadership teams Prepare and analyse quality reports for management review Assist in keeping tracking mechanisms up to date Create a knowledge base on the QA Associate role to support your growth and team development Perform other administrative duties as assigned Critical and Mandatory Skills To succeed in this role an individual must be able to perform each essential duty effectively The following requirements reflect the necessary knowledge skills and abilities Communication Common Sense Collaboration Commitment Compliance Healthcare Knowledge Strong written and verbal communication skills including the ability to lead client sessions troubleshooting sessions manage support related group meetings and address dynamics such as dissenting viewpoints and or conflicting business needs to resolution Exceptional listening and analytical skills High Level of proficiency in Microsoft Office programs Experience of handling and interacting with US based clients their end-users Ability of using best industry famous help desk support center portals such as Jira Confluence Microsoft Teams channels etc Ensure all requests and incidents are addressed within the agreed-upon SLAs Track performance metrics Experience in influencing and gaining buy-in from team members and peers Be the backup for other team members in case of absence Self-motivated and able to work independently and as part of a team with the ability to adapt to change and competing demands Qualifications 3 years hands-on experience as business process improvement and support functions for quality monitoring providing feedback for improvement coordinating call calibration sessions preparing quality reports and maintaining knowledge of policies and procedures Functional knowledge or experience from of Healthcare Pharma etc will be preferred Working knowledge of Jira and Confluence tools Minimum of a bachelor s degree in business operations or related field Ideally you should also have Ability to function in a rapidly changing heavily matrixed and virtual environment Ability to prioritize drive and adapt to change quickly in a fast-paced environment Culturally sensitive and capable of handling interactions with a global mindset Drive innovation and transformational agenda Ability to work in USA EST shift structure Experience in a large Tier 1 2 or Top Consulting organization managing organizational complexities of multi-cultural and multi-location setups