Customer Support Quality Assurance Specialist
1 week ago
About Amtex Systems Inc.: A global technology innovator with 25+ years of expertise in Software Development, IT Consulting, Digital Media, Business Intelligence, Mobile Applications, and Content Management.
We cater to diverse sectors, including Technology, Finance, Media, Fashion, Retail, and the Public Sector.
As a fearless experimenter, you'll seize opportunities and push boundaries to turn our vision into reality.
This position is for Securra Health, Amtex's healthcare product.
Securra Health is a leading smart health platform powered by actionable intelligence.
Our mission is to enable connected, continuous, and collaborative care by delivering contextual insights to improve QACE in the healthcare ecosystem.
We use advanced Cognitive AI to provide virtual care programs that drive better outcomes across therapeutic categories.
Job Role: We're seeking 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 in calibration sessions, employee communication sessions, and/or creation of communication tools.
- Document 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 HROs adhere to predetermined quality assurance standards and the business's standard operating procedures.
- Create quality scorecards 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.
- Qualified candidates must have 1-2 years of experience in a call center or customer service environment with an 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-solving 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).
We estimate a salary range of $60,000 - $80,000 per annum based on industry standards and location.
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