Quality Monitoring Analyst

MakeO Healthcare Technologies Pvt Ltd Designation: Quality Analyst Office Location: LBS, Ghatkopar West Mumbai (West) Years of experience: We're a new age consumer dental tech startup. We're a full stack company that uses our in-house clear aligner technology to provide an Advanced invisible alternative to teeth straightening. An ego-free work culture & chance to be a part of growing start up team The opportunity to create and define the clinical beauty category through products you make and work with a team full of go- getters and thought leaders that make it happen. Participates in design of call monitoring formats and quality standards Provide actionable data for agent improvementCoordinates and facilitates call calibration sessions for internal as well as externalMonitoring calls & providing them feedback on timely basisPrepares and analyses quality reports for management staff reviewSuggests training needs and developmentsHandling quality related escalations & taking action against the same on timely basisMeet and improve process SLA's through Quality Timely escalation of Quality issues to team supervisors and ensure timely resolutionConduct calls calibration. Meet and improve process SLA's through Quality Timely escalation of Quality issues to team supervisors and ensure timely resolutionMinimum 3-7 years of Experience Excellent oral and written communication skills. Good Knowledge of MS Excel (Formulas, Pivots & Charts)Good knowledge of the web applications and their functioning (Internet & Search Engines) Participates in design of call monitoring formats and quality standards Manager - Quality & Training (QT1MQT) Reporting Department: Quality (QT1) Bachelor's Degree Field specialization: Academic score: Required Training/s: Required work experience Years of experience: Key Performance Indicators: Travel: Work Permit: Contract Types: .