Job Description

Job Title: Call Quality Analyst

Company Website: www.qispine.com

Company Overview:

QI Spine Clinic is India\'s first clinic dedicated to Spine Rehabilitation by an expert team of Spine Physiotherapists. We are the leading healthcare service provider focused on the diagnosis and treatment of chronic back and neck pain. Our latest technologies and effective treatment methods have helped over 10,000+ patients avoid surgery. With a success rate of over 90%, QI Spine Clinic has handled some of the toughest of back and neck cases in India. Our Specialised Spine Physiotherapists have fellowships in Spine Rehabilitation and Orthopaedics and work collaboratively with an advisory panel of India\'s leading Spine Surgeons, Neurologists, Rheumatologists, and Doctors of Physical Medicine. QI Spine Clinic uses the latest global technologies proven for diagnosis, pain management, and treatment of back and neck pain. QI Spine has 51-200 employees.

Job Overview:

We are seeking a Call Quality Analyst for our Inbound/Outbound Process. As a Call Quality Analyst, you will be responsible for ensuring the quality and accuracy of all incoming and outgoing calls. This role requires strong attention to detail, excellent communication skills, and the ability to provide feedback and coaching to our call center agents.

Qualifications and Skills:

• 1-3 years of experience as a Call Quality Analyst in a call center environment
• Strong knowledge of call audit, monitoring, and analysis techniques
• Excellent verbal and written communication skills
• Ability to provide constructive feedback and coaching to call center agents
• Proficiency in using call center software and tools
• Strong attention to detail and accuracy
• Ability to multitask and prioritize workload
• Knowledge of quality assurance principles and best practices
• Certification in quality assurance or related field is a plus

• Monitor and evaluate inbound and outbound calls to ensure adherence to quality standards
• Identify areas for improvement in call handling, customer service, and sales techniques
• Provide feedback and coaching to call center agents to drive performance improvement
• Prepare and analyze daily reports on call quality and performance metrics
• Collaborate with the training team to identify training needs and develop training materials
• Stay up-to-date with industry trends and best practices in call quality monitoring and analysis

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