Quality Analyst Guj

Position : Quality analyst, Gujarati

Location : Koramangala, Bangalore

CTC : up to 4.2 LPA

• Complete quality monitor evaluation audit assessments as per target.
• Deliver feedback to all agents with the objective of improving performance
• Drive high standards of service quality and be the SME on the best practices around quality control for the CRE, Inhouse and contact centre teams.
• Analyse interactions and initiate, develop, and recommend improvements to systems, processes, and procedures that increase productivity and reduce cost.
• Perform root cause analysis to drill down into performance trends.
• Identify Continual Improvement and Corrective Action Preventive Action opportunities.
• Report out all learnings from audits
• Attend calibration sessions.
• Prepare TNA, publish and execute for 100% closure

Heres what we are looking for:

• At least 6 months experience as a Quality Analyst with an ability to leverage her/his experience to identify training needs for the improvement of the Customer Service Team.
• Excellent written and spoken skills in English are non-negotiable. Great fluency in Hindi and Gujarati
• Presence of mind, at all times. Ability to translate audits into inputs
• Good interpersonal skills. Constructive feedback skills
• Eye for details- Excellent probing and problem-solving skills
• Self-motivated and ability to multitask
• Proficient in customer interactions
• Has a very clear understanding of customer experience impacting variables in an interaction and has the ability to communicate the same with clarity.
• Language Requirements: English, Hindi and Gujarati

Job Type: Full-time

Pay: ₹400,000.00 - ₹420,000.00 per year

Benefits:

• Health insurance
• Provident Fund

Schedule:

• Day shift

Supplemental Pay:

• Performance bonus

Work Location: In person