Senior Quality Analyst

Position & Grade- India Senior Quality Analyst

Experience Required 4-5 years

Location HO/Gurugram

• Proven experience as a Quality Analyst or similar role in a call center environment.

• Language (Telugu, Tamil, Kannada) along with Hindi English (Candidate with any two languages can also apply e.g. Tamil, Kannada OR Telugu, Kannada along with English Hindi)

Job Specification:

• Monitor, evaluate, score and provide feedback on calls and calls against established quality assurance instruments and standards. Perform compliance checks as per established process and procedures.
• Participate, as needed, in calibration sessions, employee communication sessions, and/or creation of communication tools.
• Supports and communicates business goals, quality standards, processes and procedures and policies.
• Ensure the Contact Centre agents adhere to predetermined quality assurance standards and the businesss standard operating procedures.
• Perform regular compliance checks.
• Conduct / Lead training sessions (as needed).
• Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability and other key metrics as determined.

Job Qualifications:

• Bachelor’s degree or equivalent experience.
• Proven experience as a Quality Analyst or similar role in a call center environment.

Skillset Requirements:

• Excellent analytical and problem-solving skills.
• Strong attention to detail and ability to identify patterns and trends.
• Exceptional communication and interpersonal skills.
• Proficiency in using Excel, quality monitoring tools and CRM software.
• Knowledge of call center operations and best practices.
• Ability to provide actionable feedback and drive performance improvements.

Feel free to reach out to 8439618729 or share your resume on the same