Quality Analyst

Key Responsibilities:

• Call Auditing: Review and assess customer service calls to ensure compliance with established quality standards.
• Feedback and Coaching: Provide actionable feedback to agents on their performance and areas for improvement, with a focus on enhancing customer satisfaction.
• Real-Time Monitoring: Perform real-time monitoring of calls, chats, or emails to ensure quality standards are met.
• Reporting: Compile and share daily, weekly, or monthly quality reports with relevant stakeholders, highlighting key trends and areas of concern.
• Root Cause Analysis: Identify recurring issues or trends in performance, and collaborate with managers to implement corrective actions.
• Training Support: Assist with training new employees by providing feedback, conducting quality assessments, and suggesting improvements.
• Continuous Improvement: Participate in team meetings to discuss potential improvements and help implement quality initiatives.
• Adherence to SLAs: Ensure that quality assurance processes align with service level agreements (SLAs) and client requirements.

Key Requirements:

• Education: Minimum 10+2 (Higher Secondary); any relevant certifications are a plus.
• Skills:
• Strong communication and interpersonal skills.
• Attention to detail and strong analytical abilities.
• Ability to provide constructive feedback and coaching.
• Proficiency in using quality monitoring software and MS Office tools.
• Knowledge: Understanding of call center operations and customer service standards.

Job Types: Full-time, Permanent, Fresher

Pay: ₹15,000.00 - ₹20,000.27 per month

Schedule:

• Day shift

Work Location: In person

Speak with the employer
+91 9010016408Application Deadline: 04/07/2025