Job description:
Dr.Care Homeopathy Group , established in 2005 by Dr. A.M. Reddy, is a leading chain of homeopathy and Toot dental clinics across India. Renowned for its success in treatments, the group is dedicated to advancing homeopathy and has reached millions of people nationwide. With a strong focus on patient care and effective treatments, Dr.Care Homeopathy Group has established itself as a trusted healthcare provider. The organization is driven by an ethos of delivering high-quality care and achieving positive outcomes for patients.
For Further More Details Please contact Or Share resume to (WhatsApp) 7337550168/ [email protected] / [email protected]
Job Title: Quality Analyst (Call Center)
Company: Dr Care Homeopathy
Location: JNTU, Hyderabad
Experience: 2+ Years
Employment Type: Full-Time
Job Summary
Dr Care Homeopathy is looking for an experienced Quality Analyst to monitor and improve the quality of customer interactions in our healthcare call center. The ideal candidate will evaluate call quality, ensure compliance with company standards, provide actionable feedback, and support continuous process improvement to enhance patient satisfaction and sales performance.
Key Responsibilities
- Monitor and evaluate inbound and outbound customer calls.
- Audit calls based on quality parameters, compliance, and communication standards.
- Prepare daily, weekly, and monthly QA reports.
- Conduct feedback and coaching sessions with agents and Team Leaders.
- Identify training needs and work with the Training Team to improve agent performance.
- Ensure adherence to SOPs, quality guidelines, and healthcare compliance.
- Analyze customer interactions to identify process improvement opportunities.
- Track key quality metrics such as CSAT, FCR, AHT, QA Score, and Compliance.
- Participate in calibration sessions to maintain evaluation consistency.
- Support quality improvement initiatives and process audits.
Required Skills
- Minimum 2+ years of experience as a Quality Analyst in a BPO, Healthcare, or Call Center.
- Excellent verbal and written communication skills.
- Strong analytical and reporting skills.
- Experience with QA scorecards and call monitoring.
- Good knowledge of MS Excel, PowerPoint, and reporting tools.
- Ability to provide constructive feedback and coaching.
- Strong attention to detail and problem-solving skills.
Preferred Qualifications
- Graduate in any discipline.
- Experience in the healthcare, hospital, or homeopathy industry is preferred.
- Knowledge of patient handling and sales process quality will be an added advantage.
Key Performance Indicators (KPIs)
- Quality Audit Score
- Compliance Adherence
- Customer Satisfaction (CSAT)
- First Call Resolution (FCR)
- Process Accuracy
- Coaching Effectiveness
- Agent Quality Improvement
Salary
- ₹3.0 LPA – ₹5.0 LPA (depending on experience and interview performance)
Job Location
Dr Care Homeopathy
JNTU, Hyderabad
For Further More Details Please contact Or Share resume to (WhatsApp) 7337550168/ [email protected] / [email protected]
Regards
Praveen
HR-Toot Dental/Dr Care Homeopathy
7337550168
Pay: ₹300,000.00 - ₹500,000.00 per year
Experience:
- Quality Analyst: 2 years (Preferred)
- Quality Audit Score: 2 years (Preferred)
- Call Monitoring: 2 years (Preferred)
Language:
- English (Required)
- Hindi (Required)
- Telugu (Preferred)
Work Location: In person
