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Customer Support Quality Assurance Specialist
4 weeks ago
We are a global technology innovator with over 25 years of expertise. Our specialization includes Software Development, IT Consulting, Digital Media, Business Intelligence, Mobile Applications, and Content Management.
We cater to diverse sectors such as Technology, Finance, Media, Fashion, Retail, and the Public Sector. Our team is comprised of individuals who thrive on experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality.
Job DescriptionThis role is part of our Securra Health team, which operates globally with headquarters in New York and offices in Dubai and Chennai. We are looking for a Quality Analyst to support our Health Relationship Team at Securra.
The successful candidate will be responsible for:
- Monitoring, evaluating, and scoring enrolment calls against established quality assurance instruments and standards;
- Collaborating with team leads and head of department to share call quality performance issues and provide regular reports on overall performance and trends;
- Identifying and supporting other opportunities for quality improvement across the team;
- Developing materials and process documentation to support training, as needed;
- Participating in calibration sessions, employee communication sessions, and/or creation of communication tools;
- Documenting quality issues, performance measures, and quality improvements for review;
- Providing performance expectations, action plans, and development plans to improve call quality;
- Ensuring the HROs adhere to predetermined quality assurance standards and the business's standard operating procedures;
- Creating quality score cards to track performance levels;
- Providing 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.
To be successful in this role, you should have:
- 1-2 years of experience in a call center or customer service environment with an emphasis on quality improvement;
- Previous Quality Assurance Analyst experience in a Call-Center Environment;
- Demonstrated strong organizational, time-management, and written and oral communication skills;
- Ability to analyze Quality issues and performance measures;
- Solid analytical, organizational, trouble shooting, and problem solution 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).
The estimated annual salary for this role is $65,000 - $80,000 depending on qualifications and experience.
