Service Quality Intern

6 days ago

Perungudi Chennai Tamil Nadu, India Amura Health Full time

**Role Description**

Amura Health is seeking a passionate and detail-oriented Quality Assurance to review conversations between healthcare professionals and patients. Your primary responsibility will be to assess chats for quality, adherence to service standards (SLAs), emotional sensitivity, and effective problems resolution. Your work will directly impact the patient experience and the quality of care we provide.

**Responsibilities**
- Audit WhatsApp chat transcripts to evaluate communication against defined quality parameters.
- Check for compliance with SLA timelines and escalation protocols.
- Assess emotional intelligence demonstrated in conversations — empathy, reassurance,tone, and patient-centric communication.
- Identify gaps in problem-solving approaches and suggest improvements.
- Score chats based on predefined rubrics covering service delivery, emotionalengagement, and technical accuracy.
- Provide actionable feedback and coaching points to healthcare staff through structuredreports.
- Highlight exceptional conversations and recommend best practices for training.
- Work closely with the Quality, Training, and Operations teams to fine-tune qualitystandards.
- Flag critical issues immediately for management review.
- Suggest process improvements to continually raise the bar on communication quality.
- Audit WhatsApp chat transcripts to evaluate communication against defined quality parameters.
- Check for compliance with SLA timelines and escalation protocols.
- Assess emotional intelligence demonstrated in conversations — empathy, reassurance,tone, and patient-centric communication.
- Identify gaps in problem-solving approaches and suggest improvements.
- Score chats based on predefined rubrics covering service delivery, emotionalengagement, and technical accuracy.
- Provide actionable feedback and coaching points to healthcare staff through structuredreports.
- Highlight exceptional conversations and recommend best practices for training.
- Work closely with the Quality, Training, and Operations teams to fine-tune qualitystandards.
- Flag critical issues immediately for management review.
- Suggest process improvements to continually raise the bar on communication quality.

**Requirements**:

- Bachelor’s degree (preferably in healthcare, psychology, communications, or related fields).
- Exceptional attention to detail and pattern recognition.
- Strong understanding of empathy, tone management, and conflict resolution.
- Ability to read between the lines and perform emotional analysis.
- Familiarity with healthcare communications is a plus.
- Proficiency in documenting findings clearly and concisely.
- Organized, self-motivated, and comfortable working independently.
- This role requires you to work on rotational shifts (8 AM to 8 PM / 8 PM to 8 AM)
- Stipend: 20K per month

**Job Types**: Full-time, Internship
Contract length: 3 months

Pay: ₹18,000.00 - ₹20,000.00 per month

Schedule:

- Day shift
- Rotational shift
- Weekend availability

Work Location: In person

Expected Start Date: 12/05/2025

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