Designation: Quality Analyst
Experience: 0.6 - 1 Year in QA
Vacancy: 1
Location: Gurugram
Job Type: Work From Office
Role Expectations:
· Monitor calls and evaluate Quality Audit form.
· Identify improvement points and provide actionable insights to the agents.
· Track progress of the agents assigned to them.
· Conduct feedback sessions to explain the pain points of the agent and suggest improvements.
· Maintain audit report and agent progress report.
· Conduct analysis session with the Team Leader to discuss issues and trends of their team.
· Make outbound sales calls related to assigned process.
· Conduct mock call sessions and assessments for training team.
· Attend calibration sessions to ensure that the Quality Audits are as per guidelines.
· Raise any scenarios/cases which fall under non-compliance of quality.
· Conduct disposition wise analysis.
· Present Root Cause Analysis for their agent’s escalations.
· Ensure Staffing, AHT, Break adherence expectations are met on daily basis.
· Identify and suggest process improvements.
Role Requirements:
· Proven experience as a quality analyst.
· Good knowledge of relevant computer programs (e.g. CRM software) and telephone systems.
· Ability to learn about products and services.
· Good knowledge of English - Should be able to understand and comprehend.
· Good analytical skills – Should be able to analyze and interpret data.
· Outstanding customer service skills with the ability to resolve issues and address complaints.
· Graduate degree is preferable but not mandatory.
· Flexibility and willingness to learn new tasks, methods, and systems.
Assessment Requirements:
· Written and Verbal Skills.
· Listening and comprehension skills.
· Logical and reasoning skills.
· Analytical Skills.
· Ability to work on Excel and MS Office.