Quality Assurance Consultant
CurrentQuality Assurance for Customer Support (Call monitoring in 6 languages and ensuring the improvement in the quality of the calls by correction and escalation)Process (Doing the mock call recordings as a reference/help for the customer support staff.Taking mock call sessions and giving a final training to the customer support staff before they are put into the call shift. Maintaining a close bond with the customer support staff by continuous call monitoring/correction and at the same time motivating/appreciating them when they do well. Ensuring that the escalation to the higher ups is done when required) Documentation (Preparing the reference google documents for the customer support calls like SOP's, Common Customer Queries, Complaints and Demands, Tips to be followed when calling etc., Preparing and maintaining the Customer Complaints Register and Patient Discomfort Score sheet with the link to the call recordings after listening to the calls involving the patient complaints/feedbacks (in which case the patient discomfort scores are given or any tickets are raised) Work in Microsoft Excel, Microsoft Word, Google Sheets, Google Docs and usage of portals like Operator lite, Exotel, Zoho, Slack
