Apollo Hiring Quality Auditor/analyst - Qa - Bpo (odia & Telugu)
- Apollo Hospitals
- 3 - 5 years
- Hyderabad
- 3 months ago
- Email to a friend
- Report this job
Job Description
Job Summary:
We are seeking a meticulous and dedicated Quality Auditor to join our Quality Assurance team. The Quality Auditor will be responsible for monitoring and evaluating customer service calls to ensure adherence to company standards, procedures, and customer satisfaction criteria. The ideal candidate will have excellent listening skills, a keen eye for detail, and the ability to provide constructive feedback to enhance the overall quality of customer interactions.
Key Responsibilities:
- Evaluate calls based on pre-defined criteria such as communication skills, adherence to scripts, problem-solving abilities, and customer service etiquette.
- Use quality monitoring tools and software to assess call quality.
- Document findings and provide detailed feedback to customer service representatives.
- Identify areas of improvement and recommend appropriate training or coaching
- Prepare detailed quality reports and summaries for management.
- Analyze trends and patterns in call quality to identify common issues and areas for improvement.
- Assist in developing action plans to address recurring problems
Ensure that all calls comply with company policies, procedures, and regulatory requirements. - Stay updated with industry best practices and quality assurance standards.
- Provide feedback and coaching to customer service representatives based on call evaluations.
- Collaborate with training teams to develop and implement training programs aimed at improving call quality
- Analyze customer feedback and complaints to identify potential issues in service delivery.
- Recommend changes to processes and procedures to enhance customer satisfaction.
Qualifications:
- Language Proficiency: Fluency in English,Hindi,Telugu & Odia is mandatory.
- Education: Bachelors degree in a relevant field (preferred).
- Experience: Previous experience in a quality Analyst role, must be in a call center or customer service environment.
- Skills:
- Excellent listening and analytical skills.
- Strong verbal and written communication skills.
- Ability to provide constructive feedback in a clear and concise manner.
- Proficiency in using quality monitoring tools and software.
- Strong attention to detail and problem-solving skills.
How to Apply:
Interested candidates can send updated resume on Whatapp 8639839*** or email Sh***********h@ap************s.com
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Voice / Blended - OtherEmployement Type: Full timeContact Details:
Company: Apollo HospitalsLocation(s): Hyderabad
Keyskills: Quality Audit Call Audit Call Monitoring Call Quality Quality Analysis Quality Check Quality Tools QC tools
Similar positions
Apollo Hospitals
ApolloHospitalsEnterpriseLtd,Unit:Apollo Tele Health Services Apollo TeleHealth Services aims at providing a successful working model of telemedicine which self-propagates throughout India and into the developing world. It will provide a channel for continuous access to the most sophisticated m...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in