Quality Analyst


No. of Openings

1 Year and Above

Job Experience

Any Graduate / Any Postgraduate

Job Qualification

Quality Assurance



Languages Required

Apply Now!
Current Salary: 1 LPA
Note: File size not to exceed more than 5mb
  • 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/CSR 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 Tamil, Kannada, Hindi.
  • A strong and customer centric mind-set with good interpersonal skills.
  • Ability to successfully operate in a fast paced, team environment.
  • Bias free approach, logical thinking, natural eye for detail, passion for driving results and love for quantitative decision making.
  • Strong understanding of business processes in a contact center environment, contact center metrics, measurement methods and their impact on the quality of customer
  • Experience in a Customer Service environment with exposure to Inbound/Email/Chat or outbound.
  • Ability to multi-task and grasp new concepts in a short time frame with limited direct supervision.
  • Proficiency in regional languages other than English
Apply Now!
Current Salary: 1 LPA
Note: File size not to exceed more than 5mb