Quality Analyst

Bengaluru, Full time

·        Responsible for monitoring of calls/transcripts at a sample basis and provide real-time feedback to the       inbound agents/pharmacists.
 
·        Improve quality scores of the agents aligned by providing required refresher trainings/visibility to defects.
 
·        Design and deliver modules for refresher training on overall quality improvement
 
·        Provide weekly reports and performance inputs to the Management and work closely with operation managers to further improve the process quality.
 
·        Drive projects related to Quality improvement for the overall process.
 
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