Quality Analyst Cx Support Representative

Role: Quality Analyst Location: ANKW Pharma, Unit no. 1, 2, 5, & 7, 6th floor, Urmi Corporate Park Solaris, Saki Vihar Road, Andheri East, Mumbai 400072 Kindly note that this will be a Work form Office Opportunity Working Days: 6 days (Mon-Sat) Shift timing: 10AM to 7PM Job Description: We are seeking an experienced Quality Auditor with a strong background in BPO operations. The candidate will be responsible for monitoring, evaluating, and improving quality performance through audits, coaching, training, and actionable insights. A strong command of audit frameworks, and performance improvement methodologies is essential. Job Responsibilities: Monitor and evaluate inbound/outbound calls and customer interactions to ensure consistent quality standards Provide real‑time feedback and ongoing coaching to agents, highlighting critical and non‑critical errors Analyze performance metrics and trends—such as audit scores, FCR, CSAT—and prepare daily, weekly, and monthly quality reports Conduct random and scheduled audits, including compliance and BI checks, adhering to SLAs and process standards Participate in calibration sessions and ensure alignment with internal/external quality standards Document quality issues, root‑cause analysis, and suggested improvements using Excel and dashboards. Core Skills & Competencies: Strong analytical and data‑handling skills, especially with MS Excel Excellent verbal and written communication to articulate feedback clearly and motivate agents Team-oriented approach with ability to coach, collaborate, and influence across functions Time management and multitasking capability to monitor calls and manage reporting under tight deadlines About Truemeds: Our vision is to make healthcare affordable and accessible to all. We are a technology-driven, telehealth platform that aims to reduce healthcare expenses multifold and improve healthcare outcomes by democratizing medicine purchases in India. Truemeds is able to recommend best value medicines from top 30 pharma brands in India to customers with precise scientific matching and No one should have to choose between their health and their healthcare costs. With this vision - we aim to make healthcare affordable and accessible to all. We are a technology driven, tele-health platform that aims to reduce healthcare expenses and improve healthcare outcomes by democratising medicine purchase in India. We aim to become the go-to e-pharmacy for the “Smart consumer” to go for best value medicines. Founded by Ex-Abbott executives, Akshat Nayyar and Dr. Kunal Wani, Truemeds has witnessed phenomenal growth in the last 2 years on the back of strong product-market fit and massive organic demand. We have grown at a phenomenal pace with customer love – 60X growth delivered in the last 20 months. Headquartered in Mumbai, we are building a kick-ass team which is passionate to build innovative solutions and willing to go the extra mile to ensure the customer has the best experience. Truemeds has closed its Series B ($22 Million) funding round led by private equity fund.