Quality Analyst

1

No. of Openings

1 Year and Above

Job Experience

Any Graduate / Any Postgraduate

Job Qualification

1

No. of Openings

1 Year and Above

Job Experience

Quality Assurance

Department

English

Languages Required

Any Graduate / Any Postgraduate

Job Qualification

Quality Assurance

Department

English

Languages Required

  • Monitoring any and all types of business transactions with end users and relevant customers with a high degree of accuracy.
  • Adhering to the periodic quality monitoring targets set for each sampling type assigned.
  • Timely, accurate and effective feedback and mentoring to agents based on the transactions monitored. Ensuring the agents are aligned to the Voice of the Customer and understand the monitoring standards clearly
  • Create agent development plans, RCAs, Corrective plans and provide actionable insights and recommendations to business based on observations from escalations, VOC and Quality Monitoring data.
  • Identify, Analyse, Suggest, Develop, Implement and Evaluate solutions to boost customer experience and reduce customer effort or pain.
  • Prepare accurate and Timely MIS/reports based on agreed periodicity.
  • Ensuring continuous and consistent calibration of self for any changes in the process or quality SOPs.
  • Partnering with the training team to facilitate new hire orientation sessions on quality.
  • Conducting process and product certification tests as well as dip checks on recent updates
  • At least one year of experience as a QA in the service Industry, with a solid track record in a Customer Service role and basic knowledge about Quality.
  • Intermediate proficiency on MS Excel and PowerPoint
  • Ability to work flexible hours.
  • Language Proficiency – English and any 2 regional languages (Preferred)
Apply Now!
Current Salary: 1 LPA
Note: File size not to exceed more than 5mb