Job Description

Description:
Location: Noida
Shift: 2 PM - 11 PM

Quality Analyst

• Monitor and evaluate Sales specialist\'s performance for consistency in adherence to guidelines and provide direct feedback regarding strengths and weaknesses.
• Maintain reports and data to keep track of the quality of support
• Develop action plans to drive improvement (provide baseline statistics and reports showing the effectiveness of the action plan)
• Design & deploy Bottom Quartile Management
• Partners with stakeholders to drive initiatives to improve the quality of service.
• Lead calibration sessions and support QA training initiatives as needed
• Prepare and present weekly/monthly quality analysis to internal & external stakeholders
• Lead internal & external meetings as needed, support the team in building a long-term vision for Quality
• Determining and agreeing on in-house quality procedures, standards and specifications
• Does trend analysis of reviews to identify training requirements and improvement of processes, at a regional level.
• Reviews customer interactions and provides feedback and coaching to support best-in-class customer experience
• Ability to take initiative and suggest improvements that suit the business requirement
• Work with the training team and use root cause analysis to suggest corrective and preventive actions to the operations management team to continually enhance the customer experience.
• Propose guides for selling skills and soft skills and different techniques required to assist our diverse customer base.
• Play an active role in being an advocate for change aligned with larger business objectives related to people, processes and technology
• Improve quality effectiveness by participating in educational opportunities; reading professional publications, studying the latest industry trends in Customer Experience, Support, and Quality Requirements
• 3+ years of experience in a Quality specialist role
• Fluency in English both spoken & written
• Must to have hands-on experience in data analysis, MS Excel, and Transcript bases quality analytics
• Phone Sales experience in an online multicultural environment
• Proven track record working in a collaborative role in a multicultural, fast-paced environment.
• High level of accuracy and attention to detail
• Highly organized, self-motivated and proactive with the ability to prioritize tasks
• Flexible approach and ability to adapt to changing business needs and processes Desirable
• BA/BS degree in a relatable field.
• Experience using Adobe Creative Cloud or Adobe Document Cloud products.
• Experience in Phone sales and customer service
• Analytical Tools, Power BI & Tableau (good to have)

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