Quality Analyst

Quality Analyst

Key Responsibilities

• Quality Monitoring & Assessment

  :

  Monitor, analyze, and assess the quality of inbound and/or outbound calls/consultations

  conducted by service providers, ensuring adherence to quality standards and best practices.

• Performance Reporting

  : Prepare and present comprehensive

  statistical data for management

  to effectively

  identify issues in performance

  and highlight trends.

• Training Gap Identification

  : Proactively

  identify and rectify training gaps

  , collaborating closely with managers to jointly address and resolve performance issues.

• Process Improvement

  : Offer actionable

  solutions and suggestions for process improvement

  to the leadership team, contributing to operational efficiency and service excellence.

• Travel for Training

  :

  Travelling will be required for training purposes

  , both for personal development and to deliver training to others.

• Confidentiality

  : Strictly

  maintain confidentiality regarding performances and results

  , ensuring data privacy and trust within the team.

Skills

• Strong ability to

  monitor, analyze, and assess call/consultation quality

  .
• Proficiency in preparing and presenting

  statistical data for management

  .
• Skilled at

  identifying and rectifying training gaps

  .
• Adept at offering

  solutions and suggestions for process improvement

  .
• Excellent

  communication, listening, and observation skills

  .
• Strong

  problem-solving skills

  .
• Good knowledge and experience of working with

  Excel and Google Forms

  .

• Analytical bent of mind

  .

• Focused

  and

  Target Oriented

  .
• Commitment to maintaining

  confidentiality regarding performances and results

  .

Qualifications

• Any Bachelor's degree or Postgraduate degree

  .
• Prior experience in a quality assurance, call center, or customer service environment is preferred.
• Proven ability to work with data analysis tools.