Quality Analyst - Tableau / Power BI

Technical Responsibilities :

• Platform Expertise : Conduct daily call monitoring using specialized software (e.g., NICE, Verint, Genesys). Leverage advanced features to analyze call sentiment, agent speech patterns, and adherence to specific scripts and protocols.
• Data-Driven Analysis : Utilize data analysis tools (e.g., SQL, Tableau, or advanced Excel) to analyze quality metrics, identify trends, and generate comprehensive reports on agent performance, call drivers, and compliance breaches.
• Adverse Event Workflow : Execute established technical workflows for adverse event reporting. This includes entering data into a specific pharmacovigilance database or complaint management system, ensuring data integrity and timely escalation.
• System Integration : Work with IT and product teams to troubleshoot and improve the functionality of call monitoring systems and adverse event reporting platforms. Ensure seamless integration and data flow between different systems.
• Root Cause Analysis : Perform detailed root cause analysis on quality failures and adverse events using a structured, data-driven approach.
• Compliance Protocol Enforcement : Enforce technical and procedural compliance, ensuring all agent actions and documentation meet regulatory standards (e.g., FDA, EMA, PCI-DSS).

Qualifications :

(ref : hirist.tech)