Quality Analyst - Contact Center Operations (Australia Support)
About the job
This job is all about ensuring that patients receive the highest quality of empathetic support as the company scales. By collaborating with key stakeholders and front-line operations, you will help maintain care standards and drive continuous improvement in patient support processes. Eucalyptus values teamwork and a patient-first approach, creating an environment where everyone can thrive.
You'll be responsible for
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Auditing patient support interactions
Audit patient support interactions (email, live chat, calls) through a patient-first and empathetic lens to ensure quality, tone, and adherence to internal standards.📈
Producing QA reports
Produce weekly QA reports for Team Leads, including quality scores, trends, and clear coaching or training recommendations.📉
Analyzing QA results
Analyse QA results and support metrics (e.g. ticket quality, error rates, patient satisfaction) to identify patterns and propose actionable improvements.Key criteria
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Quality control experience (4-5 years)
Proven experience in quality control within customer-centric environments.View
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Customer-centric mindset
Demonstrated ability to assess tone, empathy, and communication quality.View
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Analytical skills
Experience turning data into actionable insights and recommendations.View
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