Quality Auditing Associate - Hyderabad / Secunderabad, Telangana - confidential

    confidential
    confidential Hyderabad / Secunderabad, Telangana

    4 days ago

    Full time Healthcare
    Description

    Roles and Responsibilities:

    • Quality Assessment:
    • Assess the performance and quality of analysts on the project, ensuring compliance with established standards and client expectations.
    • Volume and Quality Targets:
    • Meet both volume and quality targets for all quality assurance audits, ensuring efficient and effective evaluations that adhere to the client's needs.
    • Client Knowledge and Process Development:
    • Develop and maintain a deep understanding of the client's business processes, goals, and requirements, ensuring that content moderation aligns with these objectives.
    • Service Level Agreements (SLAs):
    • Ensure thorough understanding of client Service Level Agreements (SLAs) and department key performance requirements to meet and exceed service expectations consistently.
    • Continuous Skill Development:
    • Continuously develop product, industry, and business skills through on-the-job experience and classroom training to stay updated on the latest trends and best practices.
    • Process Calibration:
    • Participate in calibration sessions with clients and cross-vendor teams, ensuring consistency and alignment in content moderation practices across all stakeholders.
    • Escalation Management:
    • Take responsibility for managing and resolving escalations effectively, ensuring that issues are addressed promptly and efficiently.
    • Root Cause Analysis (RCA):
    • Identify and analyze root causes of business-related issues, providing actionable recommendations to improve overall client satisfaction and performance.
    • Incident Monitoring and Tracking:
    • Assist with monitoring and tracking incidents, ensuring that all issues are resolved in a timely manner and that service delivery is uninterrupted.
    • Feedback and Coaching:
    • Deliver both individual and group feedback to analysts, providing coaching and motivation to improve performance. Encourage a growth-oriented environment for analysts to continuously improve their skills.

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