Job Description

We are looking for a quality analyst to join our team and ensure the quality of our services and products. As a quality analyst, you will be responsible for conducting quality audits, providing feedback, facilitating calibrations, and preparing quality reports. You will also assist in developing and implementing quality processes and procedures, as well as enhancing training materials. To be successful in this role, you should have excellent analytical, communication, and problem-solving skills, as well as a keen eye for detail and accuracy.

Responsibilities:

• Conduct quality audits and evaluations on inbound and outbound calls and email responses
• Provide feedback and coaching to agents on quality parameters and areas of improvement.
• Facilitate calibration sessions with clients, external and internal teams to ensure consistency and alignment of quality standards.
• Handle refresher training sessions on product and soft skills for agents to ensure quality performance.
• Participate in the design of call monitoring formats and quality standards.
• Use quality monitoring data management system to track and Analyse performance at team and individual level.
• Lead and participate in customer surveys to identify customer needs and expectations.
• Provide actionable data and recommendations to various internal support groups as needed.
• Prepare and Analyse internal and external quality reports for management review.
• Handle quality database and documentation of the department.
• Coordinate and follow up with faculty coordinators for required information as and when necessary.
• Perform any other functions or duties that may be assigned from time to time.

Requirements:

• Proven work experience of one year as a Quality analyst or similar role
• Experience in Sales/Banking background preferred.
• Knowledge of QA databases and applications
• Strong analytical and problem-solving skills
• Excellent communication skills, both written and verbal
• Meticulous attention to detail and accuracy

Note-6 days working every week.
Location : Hyderabad

Mantras2Success