Quality Analyst -healthcareTech Mahindra

Responsibilities
Monitors all interactions (calls, emails, Salesforce logs, XL sheets) and ensures accuracy of the same with on-time/immediate feedback to the floor.
Coordinates and facilitates call calibration/training sessions for call center staff.
Publishes quality trends, feedback and improvement / enhancement reports.
Conduct quality monitoring and coaching
Deal tactfully and courteously with clients
Produce Quality reports and dashboards such as TNI, Pareto etc.
Drive process improvement and ensure process compliance.
Contribute to the development of the short and long term goals of the process.
Ensure quality and CSAT targets are met at all times.
Drive first call resolution and quality initiatives in the program.
Requirements
Minimum 1-2 years experience as a QA in both inbound and outbound projects
Preferred: Candidate must possess at least a Bachelor's/College Degree, any field
Experience in handling a Logistics program (non voice) is preferred.
Skillset
Excellent oral, written and interpersonal communication skills.
Exceptional listening and analytical skills.
Intermediate level of knowledge in MS-Office.
Works accurately and with an eye for details.
Bossjob

Cebu City, Cebu
Permanent
Full-time