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.

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)

Qualifications :

you should also have :

Skills Required

Quality Monitoring, Confluence, Microsoft Office, Jira