Associate QA Compliance Analyst

Job Description for Quality Assurance Associate

Job Profile: Quality Assurance Associate

Location: India -Remote

Requirement: Full Time (Monday to Friday), Client’s Holiday Calendar shall apply

Shift: Yes, as per table below (on shuffling basis)

Shifts EST Time zone IST Time zone (Mar to Oct) IST Time zone (Nov to Feb)

1 8 AM to 5 PM EST 5:30 PM to 2:30 AM IST 6:30 PM to 3:30 AM IST

2 11 AM to 8 PM EST 8:30 PM to 5:30 AM IST 9:30 PM to 6:30 AM IST

Job Overview:

SoftClouds LLC is looking for Quality Assurance Associates – that are passionate about delivering excellence, making a difference, and taking client business process to the next level.

This role is client facing and is the main day-to-day contact in supporting our client’s business activities and assisting in the development of programs that improve the overall end[1]user experience.

We are looking for a candidate who has worked in Tier 1 Indian BPO companies as business process improvement and support functions.

This is an individual contributor role; this role requires professionalism and discretion in interactions with both internal and external customers of our client.

The Quality Assurance Associate plays a key role in maintaining efficient operations and ensuring customer satisfaction.

The Quality Assurance Associate role is responsible for reviewing and auditing reported quality incidents, voice interactions with clients' end-users, and order placement/fulfillment processes.

The role is responsible for identifying opportunities to enhance service quality and contributing to the development of programs that elevate the overall patient/client experience.

This role demands a collaborative and constructive approach, building positive relationships across the organization.

The ideal candidate will earn the trust and confidence of others by consistently demonstrating

professionalism and expertise in a dynamic and evolving environment.

Job Roles & Responsibilities:

• Should have 4+ years hands-on experience working in Tier 1 Indian BPO companies as business process improvement and support functions for quality monitoring, providing feedback for improvement, coordinating call calibration sessions, preparing quality reports, and maintaining knowledge of policies and procedures.

• Participate in the design of quality monitoring and continual improvement processes.

• Perform Production floor quality monitoring.

Review and submit Adverse Events

• Perform call monitoring for Call Center and Pharmacy.

• Understand the performance and quality standards of all teams.

Promote excellence in service delivery and

ensure that audited evaluations conform to accepted and consistent quality standards.

• Review orders through random selection via computer programs and package review.

• Provide feedback that promotes improvement and understanding.

• Maintain a thorough knowledge of policy and procedure and recommend changes when needed.

• Coordinate and facilitate call calibration sessions with leadership teams.

• Prepare and analyse quality reports for management review.

• Assist in keeping tracking mechanisms up to date.

• Create a knowledge base on the Quality Assurance Associate role to support your growth and team development

• Perform other administrative duties as assigned.

Critical and Mandatory Skills

To succeed in this role, an individual must be able to perform each essential duty effectively.

The following requirements

reflect the necessary knowledge, skills, and abilities.

Communication | Common Sense | Collaboration | Commitment | Compliance (Healthcare & Pharma Knowledge)

• Strong written and verbal communication skills, including the ability to lead client troubleshooting sessions, manage support-related group meetings, and resolve dynamics such as dissenting viewpoints or conflicting business needs

• Exceptional listening and analytical skills

• High Level of proficiency in Microsoft Office programs

• Experience of handling and interacting with US based clients, their end-users.

• Ability of using best industry famous help desk/support center portals such as Jira, Confluence, Microsoft Teams channels etc.

• Ensure all requests and incidents are addressed within the agreed-upon SLAs. Track performance metrics.

• Experience in influencing and gaining buy-in from team members, and peers.

Be the backup for  other team members in case of absence.

• Self-motivated and able to work independently and as part of a team, with the ability to adapt to change and competing demands.

Qualifications:

• 4+ years hands-on experience as business process improvement and support functions for quality monitoring, providing feedback for improvement, coordinating call calibration sessions, preparing quality reports, and maintaining knowledge of policies and procedures.

• Functional knowledge or experience in Healthcare, Pharma etc.

is essential

• Working knowledge of Jira and Confluence tools.

• Minimum of a bachelor’s degree in business, operations or related field Ideally,

you should also have:

• Ability to function in a rapidly changing, heavily matrixed, and virtual environment.

• Ability to prioritize, drive, and adapt to change quickly in a fast-paced environment.

• Culturally sensitive and capable of handling interactions with a “global mindset”.

• Drive innovation and transformational agenda

• Ability to work in USA EST shift structure

• Experience in a large Tier 1/2 or Top Consulting organization, managing organizational complexities of multi[1]cultural and multi-location setups.