MetaGo Health
Job Title: Quality Analyst
About Company:
MetaGo, a division of Ketto Online Ventures Private Limited, is a tech-enabled platform focused on healthcare and crowdfunding. Ketto Online Ventures Private Limited, the parent company, is a private limited company incorporated on December 12, 2012, in Mumbai, Maharashtra, India.
MetaGo provide healthcare services, possibly offering electronic health records, AI-powered health tracking, telehealth consultations, and personalised health insights.
Key Responsibilities:
- Monitor and evaluate calls, chats, and emails to assess communication quality, process adherence, and customer satisfaction.
- Provide constructive feedback and actionable insights to agents for performance improvement.
- Ensure all interactions comply with internal SOPs, company policies, and regulatory requirements.
- Identify and report deviations or non-compliance trends.
- Conduct daily, weekly, and monthly quality audits.
- Prepare detailed quality reports highlighting accuracy scores, error trends, and agent performance.
- Share findings with team leaders and managers to drive improvements.
- Participate in calibration sessions to ensure consistency in evaluation standards.
- Collaborate with training and operations teams to design or update training modules based on audit findings.
- Identify recurring issues and perform RCA to find process or behavioral gaps.
- Recommend corrective and preventive actions to enhance service delivery.
- Track and analyze QA metrics to identify improvement areas in communication, compliance, and process flow.
- Contribute ideas for policy or workflow enhancement.
