Customer Support Quality Assurance Analyst

Harmony United Psychiatric Care is a healthcare company based in Florida, USA. We provide outpatient mental health and substance abuse treatment in the state of Florida, USA through networks of clinics and online telehealth platform. We have high quality of mental health professionals in our team including Psychiatrists, Psychologists, Psychotherapist, Nurse Practitioners, Physician Assistants, among others Our providers and medical team prioritize patient care and are well supported by warm and high-quality staff.

We have contracted a company base in Hyderabad, India, Harmony United Medsolutions, PVT. LTD. to provide assistance in the different aspect of operations of our company in the USA. 

We welcome all the candidates to come and be part of this fast-growing organization and have a bright career and future.

We are currently hiring Quality Assurance Analyst who can join us immediately at our Hyderabad location.

Job Purpose & Summary

The Quality Assurance Analyst (QA Analyst) is responsible for assessing the quality of the performance of customer support employees who deal with existing and potential Members. The QA Analyst will monitor inbound and outbound calls and emails responses to assess communication technical accuracy. The QA Analyst will help develop, create, and implement customer support quality processes and procedures; as well as make recommendation for enhancements to training materials as needed to enhance the overall Member Experience.

Key Accountabilities & Duties

• Performs call monitoring and provides trend data, quality reports, and give feedback.
• Reviews email responses to Members and provides trend data, quality reports, and give feedback.
• Participates in design of call / email monitoring formats and quality standards.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Participates in Member listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for customer support staff.
• Perform other duties as assigned.

Occupational Experience & Education Requirements

• 4+ years of Call Center Quality Assurance Analyst Experience.
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Must be self-motivator and self-starter.
• Focus on quality and customer service.
• Exceptional listening and analytical skills.
• Solid time management skills.
• Must be able to effectively deal with people at all levels inside and outside of the Company.
• Creative ability & writing proficiency.
• Ability to multitask and successfully operate in a fast paced, team environment.
• Must adapt well to change and successfully set and adjust priorities as needed.
• Must be proficient with Microsoft Office (intermediate Word, basic Excel).

Knowledge, Skills & Attributes

• Excellent listening, verbal, written, and interpersonal communication skills.
• Keen attention to detail
• Good judgment and decision-making capabilities
• An effective time manager who can perform in a fast-paced, deadline-oriented environment.
• Knowledge of Microsoft Office Suite Products
• Ability to organize, prioritize, adapt to change, and work in a fast-paced environment.

•    Cab Drop Available.
•    Fixed Night Shift: 5:45 pm to 4:45 am IST
•    Working Days: 4 days (Monday thru Thursday)
•    Week Off: 3 days (Friday, Saturday, Sunday)
•    Contact# 8447746146

E-mail:[email protected]

Note: Available to take calls between 5:45 PM to 4:45 AM IST only from Monday to Thursday.