Quality Analyst

Key Responsibilities

• Monitor and evaluate emergency call recordings and dispatch activities for quality, accuracy, and compliance.
• Ensure adherence to SOPs, protocols, and response guidelines of 108 Emergency Services.
• Identify gaps in call handling, communication, decision-making, and response time.
• Provide constructive feedback and coaching to Call Takers and Dispatchers.
• Prepare and maintain quality audit reports, scorecards, and performance dashboards.
• Conduct root cause analysis for quality issues and recommend corrective actions.
• Support training and refresher programs based on quality findings.
• Coordinate with operations, training, and medical teams for continuous improvement.
• Ensure compliance with regulatory standards, confidentiality, and data security.
• Participate in quality meetings and contribute to process improvement initiatives.

Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹25,000.00 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Leave encashment
• Life insurance
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person