Call Quality Analyst
Call Quality Analyst
Posted on :
11-02-2025
Employer Active
1 Vacancy
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Job Description
Job Title: Customer Service Quality Analyst
Department: Customer Service
Location: India Headquarters Offices/Chennai
Reports to: Customer Service Lead
Position Overview
The Customer Service Quality Analyst at All Care Therapies plays a critical role in
upholding high standards for client communication documentation and service. This
position ensures that all client interactions are documented accurately workflows are
adhered to effectively and communication is clear positive and patientfocused. The
Quality Analyst will also participate in the onboarding and training of new customer
service agents guiding them to become highquality representatives of our team.
Key Responsibilities
1. Quality Monitoring and Documentation
o Regularly review and assess recorded client interactions for accuracy
clarity and adherence to documentation standards.
o Ensure proper workflows are consistently followed during client
interactions to maintain compliance and efficiency.
o Provide feedback to agents based on findings to improve documentation
practices and service consistency.
Department: Customer Service
Location: India Headquarters Offices/Chennai
Reports to: Customer Service Lead
Position Overview
The Customer Service Quality Analyst at All Care Therapies plays a critical role in
upholding high standards for client communication documentation and service. This
position ensures that all client interactions are documented accurately workflows are
adhered to effectively and communication is clear positive and patientfocused. The
Quality Analyst will also participate in the onboarding and training of new customer
service agents guiding them to become highquality representatives of our team.
Key Responsibilities
1. Quality Monitoring and Documentation
o Regularly review and assess recorded client interactions for accuracy
clarity and adherence to documentation standards.
o Ensure proper workflows are consistently followed during client
interactions to maintain compliance and efficiency.
o Provide feedback to agents based on findings to improve documentation
practices and service consistency.
2. Patient Communication
o Evaluate both verbal and written communication with clients to ensure a
positive empathetic and patientcentered approach.
o Offer feedback and coaching to agents on communication style tone and
clarity to enhance the client experience.
o Monitor client responses to evaluate the effectiveness of communication
and identify areas for improvement.
o Evaluate both verbal and written communication with clients to ensure a
positive empathetic and patientcentered approach.
o Offer feedback and coaching to agents on communication style tone and
clarity to enhance the client experience.
o Monitor client responses to evaluate the effectiveness of communication
and identify areas for improvement.
3. Training and Development
o Participate in the training of new and experienced customer service
agents providing guidance on quality standards documentation practices
protocols and effective patient communication.
o Develop training materials and resources to promote adherence to
workflows and service quality.
o Participate in the training of new and experienced customer service
agents providing guidance on quality standards documentation practices
protocols and effective patient communication.
o Develop training materials and resources to promote adherence to
workflows and service quality.
Employment Type
Full Time
Key Skills
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