Quality Analyst

Role & responsibilities

• Monitors calls/transactions to gauge the health of the process and shares feedback with Candidates / Team Leaders
• Root cause analysis of process deviations, action plan development, and resolution.
• Handle & resolve escalated calls/issues and requests from internal and external sources
• Use excel data analysis and knowledge of the patient experience to prioritize critical improvement initiative
• Exceptional listening and analytical skills
• NPS  and C sat calls to the customers
  
• Solid time management skills
• Process insights documentations and Improvement Initiatives in the process
• Contribute scorecard analysis and conclusions to weekly, monthly, and quarterly business review documents
• Communicate with stakeholders on process quality issues
• Ensure appropriate corrective/preventive actions are taken for process improvement
• Create agent performance analytical report of the respective processes and update the same to the lead auditor to represent in Monthly review meeting