Quality Analyst at Reliance HMO

Description

• This role will implement and manage a knowledge management system, training, and quality management program in support of customer-facing interactions including onboarding, relationship management, and omni-channel support.
• This role will report to the Training and Quality Management Lead of Customer Success.

Responsibilities

• Creating and maintaining documented standard operating procedures
• Creating, maintaining, and delivering knowledge articles and training programs
• Managing the Quality Management function, to ensure best practices are communicated and followed
• Overseeing and conducting Quality Assurance of transactions and processes to ensure service requirements individually and from an end-to-end process perspective are maintained with statistically valid sampling.
• Providing quality results at an individual, team, and department level.
• Providing monthly, quarterly, and annual quality reviews. Provides detailed reporting along with recommendations for quality improvements.
• Identify and remedy defects within our call center process
• Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved
• Compile and analyze statistical data
• Ensure that user expectations are met
• Draft quality assurance policies and procedures
• Investigate customer complaints and product issues

Requirements

• An ideal candidate should have at least 1 year of experience in a call center
• Willingness to learn with a growth mindset
• Attention to details
• Strong analytical and reporting skills
• The candidate should also have good computer skills (MS Word, Excel, PowerPoint)
• Excellent communication
• Interpersonal skills.

Benefits

• Work alongside & learn from best-in-class talent
• Join a market leader within the Insurance space
• Attractive Salary & benefits
• Unlimited leave days
• Free office lunch
• Fantastic work culture
• Work and learn from some of the best in the industry
• Great work-life balance.