Quality Analyst

Job Description

Role & responsibilities Conduct quality assessments and provide coaching and feedback for customer interactions, including phone calls and emails, according to established criteria and guidelines. Evaluate agents' adherence to company policies, procedures, and quality standards, and provide constructive feedback and coaching to support their development. Analyse quality assessment data to identify trends, patterns, and areas for improvement, and collaborate with relevant stakeholders to implement corrective actions. Generate regular reports and dashboards to track quality performance metrics and communicate findings and recommendations to management and relevant departments. Develop and maintain quality assurance procedures, documentation, and training materials to ensure consistency and effectiveness of quality monitoring processes. Stay informed about industry best practices, emerging trends, and regulatory requirements related to quality assurance and customer service and incorporate relevant insights into quality improvement initiatives. Participate in cross-functional projects and initiatives aimed at enhancing customer experience, operational efficiency, and business outcomes. Assist in the development and implementation of quality-related initiatives, such as calibration sessions, quality coaching programs, and recognition programs. Communicate business and product updates timely through e-mails, briefings, newsletters, and other means of contact. Design, develop and implement monthly product knowledge assessment and pop-up quizzes assessing the common errors, new updates and general product knowledge. Analyse customer feedback received through post call survey and NPS. Share relevant feedback with stakeholders for process and product enhancement. Provide constructive feedback and coaching to agents to support their development. Investigate the post flight complaints and manage the companys waivers, errors log/records and provide weekly/monthly reports which drives continuous measurable reduction in errors/complaints. Adhere to company regulatory requirements such as data protection, data privacy etc. and ensure full adherence from team. Perform other lawful Ad hoc tasks as and when delegated by the management. Preferred candidate profile Qualification & Education: Minimum Graduation is required Experience: Minimum of 3 years experience in Quality Analyst role Candidates with travel background /industry are encouraged to apply. Training & Knowledge: Knowledge of workforce applications, reporting, quality, and monitoring tools. Familiarity of quality assurance standards and measures. Excellent written and verbal communication skills. Fluent in English is must. High computer literacy Candidates who can join on immediate basis or maximum 15 days of notice period will be entertained.