Quality Analyst – Healthcare – Mumbai

We are seeking a Quality Analyst in Mumbai with strong analytical abilities and attention to detail to join our team at Fusion CX. You will play a crucial role in ensuring the highest standards of service quality and compliance across our operations for an innovative healthcare brand. You will become an integral part of our team, dedicated to delivering exceptional experience to every patient and healthcare consumer serving as a Quality Analyst in healthcare. If you’re a graduate with at least 1 year of experience in quality assurance and possess strong analytical skills, apply now to embark on a rewarding career journey with us.

Job Description

Key Responsibilities of a Quality Analyst in Healthcare:

  • Conduct Call Audits: Perform detailed audits of customer interactions to assess adherence to quality standards and provide constructive feedback for improvement.
  • Timely Feedback Closure: Ensure timely closure of feedback loops within 24 hours to address quality issues identified during audits and drive continuous improvement.
  • Daily Analysis: Analyze audit observations on a daily basis. Provide insights to internal stakeholders to enhance process efficiency and service quality.
  • Compliance Audits: Conduct compliance audits to evaluate process adherence. In addition, identify areas for improvement to maintain process health and regulatory compliance.
  • Self-Knowledge Enhancement: Engage in weekly logins and daily dip checks to enhance personal knowledge and performance in quality assurance activities.
  • Multilingual Support: Utilize proficiency in English, Hindi, Marathi, and one southern language (Tamil/Telugu/Kannada/Malayalam) to communicate and address quality concerns across diverse customer demographics effectively.

Job Requirements

  • Bachelor’s degree or equivalent, preferably in a healthcare-related field.
  • Proficiency in English and at least two or three additional languages from the following: Tamil, Telugu, Malayalam, and Kannada.
  • Exceptional communication skills with a proven ability to mentor and coach others effectively.
  • Strong presentation skills and a natural inclination toward working with people.
  • Minimum of two years of experience in Quality Assurance.
  • Proficient in MS Office with a solid understanding of basic Excel formulas.
  • Skilled in conducting call audits and providing feedback within a 24-hour timeframe.
  • Strong analytical abilities for daily analysis of audit findings and reporting to internal stakeholders.
  • Experience in conducting compliance audits to ensure process adherence and health.
  • Dedication to weekly learning sessions to continuously enhance personal knowledge and skills.
  • Capable of performing daily dip checks to drive and maintain performance standards.

Why Join Fusion CX in Mumbai:

Be part of a dynamic and innovative organization continuously transforming customer experiences. Join us as a quality analyst for an innovative healthcare player, make a significant impact on service quality, and contribute to transforming CX deliveries. You will also benefit from a supportive work environment, continuous learning opportunities, and career growth prospects with Fusion CX. Apply today and embark on an exciting career journey with a global, diverse, and inclusive CX transformation company.

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