Call Quality Analyst - International Calling

Company Description

About m360 Research: m360 Research is a full-service market research agency specializing in the healthcare space. Our proprietary panels include over 1 million physicians across 75 specialties in addition to substantial communities of allied HCPs, and payers. Founded in 2004, with a strong provenance in technology and innovation, m360 is committed to high quality and actionable insights, underpinned by robust physician verification and ISO certification (9001, 20252, 27001). International fieldwork services are complemented by full service advanced analytics to power data-driven decision making.

About M3: m360 Research is a wholly owned subsidiary of M3, a Japanese global leader in the provision of ground-breaking and innovative technological and research solutions to the healthcare industry. The M3 Group operates in the US, Asia, and Europe with over 5.8 million physician members globally via its physician websites which include mdlinx.com, m3.com, research.m3.com, Doctors.net.uk, medigate.net, and medlive.cn. M3 Inc. is a publicly traded company on the Tokyo Stock Exchange (jp:2413, NIKKEI 225) with subsidiaries in major markets including the US, UK, Japan, South Korea, and China, and in 2020 was ranked in Forbes’ Global 2000 list. The M3 Group provides services to healthcare and the life science industry. In addition to market research, these services include medical education, ethical drug promotion, clinical development, job recruitment, and clinic appointment services. M3 has offices in Japan, UK, France, Germany, Brazil, Sweden, China, USA, and South Korea, as well as India.

Job Description

  • Monitor and focus on individual support and coaching for low performing agents. Monitor and evaluate randomly selected calls to assess associates' service level standards and complete evaluations of calls made.
  • Conduct daily/weekly/monthly call audits of randomly selected agent calls. Conduct weekly calibration sessions with call centre Team Leaders to develop scoring consistency and best practices.
  • Complete analysis of results to identify root causes or trends that will lead to efficiency and quality gains in the contact centre. Understanding of Pareto Analysis.
  • Complete agent evaluation forms in quality scoring sheet. Produce reporting based on call audits and offer suggestions, job-aids, etc. for improvement. Develop individual agent performance scorecards and aggregate department scores. These directly impact the agents’ assessments and ratings.
  • Assist in utilizing reports that track performance at a department, team, and individual level to measure quality rates. SLA / KPI Tracking and Reporting and analysis of service delivery performance metrics.
  • Conduct coaching sessions with associates and provide feedback addressing client service, performance, product knowledge and call productivity. Primary participant in training sessions for phone team. Provides training/orientation of new personnel under the direction of management and HR.
  • Strong expert knowledge of Microsoft Office products, including Word, Excel, PowerPoint. • Writes fundamental documentation in a clear, concise manner and according to internal procedure. Ensuring the proper documentation and workflow of service request as per internal procedure.
  • Provide detailed and timely feedback to top management on performance results; provides detailed recommendations with follow-through.
  • Works directly with leadership to communicate and address quality concerns. Serves as a conduit to keep Department Manager and Director abreast of any improvements, challenges that either positively or negatively affect Customer Service Identify opportunities to improve the work processes and environment and works to implementation.
  • Accept additional duties and responsibilities as delegated by higher levels of management

Qualifications

Graduate and Above 

Additional Information