Quality Analyst

Job Title: Executive - Quality Analyst

Location: Sector - 14, Gurugram

Experience: 1-3 Years

Working Days - 6

Qualifications : Any Graduate

Position Overview:

We are hiring a proactive Executive - Quality Analyst to ensure high service standards. The role includes monitoring calls, maintaining QA records, providing performance feedback, and identifying training needs. The ideal candidate will help improve individual effectiveness and support cross-functional efforts to enhance customer satisfaction.

Key Responsibilities:

Monitor and evaluate calls: Audit calls and transcript monitoring (AI monitoring) to ensure compliance with company standards and assess individual performance based on script adherence, communication, product knowledge, and overall call handling.

Maintain QA documentation: Record detailed evaluations, maintain the BQM (Bottom Quartile

Management), and ensure accuracy in quality data tracking.

Provide performance feedback: Deliver constructive feedback and coaching to individuals and team leaders to support continuous improvement.

Identify gaps and training needs: Analyze call quality trends to highlight performance gaps, other

concerns and recommend targeted training or process improvements.

Support cross-functional quality initiatives: Collaborate with training and operations teams to uphold high service standards and drive customer satisfaction.

Skills we seek:

Strong analytical skills with attention to detail in call evaluation and documentation.

Excellent communication skills for delivering constructive feedback.

Proficiency in Excel

Ability to identify training needs and collaborate with cross-functional teams.

About Hexa Health:

At HexaHealth, we are building a platform that will help users choose the right hospital/surgeon for their surgical procedure. We are working towards building India's largest hospital network, and we will ensure a hassle-free experience for the patient at the hospital.

Website Link: https://www.hexahealth.com/

LinkedIn Link: https://www.linkedin.com/company/hexahealth/

Careers Page Link: https://www.hexahealth.com/careers