Quality Analyst

3 weeks ago

Noida, India Saber Technologies Pvt. Ltd Full time

Quality Analyst (QA) performs a range of tasks depending on the type of team he/she leads. Major tasks are to Monitor transactions, provide required feedback to support executives, analyze the gaps and take necessary steps to ensure process adherence. Primary objective is to maintain and improve service quality standards, uphold compliance requirements, and contribute to the overall enhancement of the customer experience.


Minimum Educational Qualification: 

  • Graduate with 15 years of formal English medium education


Minimum Relevant Work Experience::

  • 1 Year and above as Quality Analyst
  • 3 Years and above in Call Center


Responsibilities:

  • Conduct regular evaluations of call center interactions, including calls, chats, emails, social media etc. to assess adherence to quality standards, customer service protocols, and regulatory requirements.
  • Provide constructive feedback to call center agents based on evaluation results to enhance performance and customer satisfaction.
  • Develop and maintain quality assurance procedures, guidelines, and evaluation criteria in alignment with company policies and industry best practices.
  • Generate comprehensive reports and dashboards to track quality metrics, performance trends, and improvement initiatives.
  • Participate in calibration sessions and team meetings to ensure consistency and alignment in quality assessment processes.
  • Conduct root cause analysis for quality issues and recommend process improvements to prevent recurrence.
  • Conduct Deep-dive analysis and share training needs based on the evaluations and analysis.
  • Stay updated on industry trends, emerging technologies, and best practices in call center quality assurance.


Essential Knowledge/Skills required:

  • Excellent communication skills, both verbal and written, with the ability to provide constructive feedback and interact effectively with diverse teams.
  • Excellent analytical skills with the ability to interpret data, identify patterns, and draw actionable insights.
  • Strong knowledge of call center operations, customer service principles, and quality assurance methodologies.
  • Proficiency in using quality monitoring tools, call center software, and Microsoft Office Suite.
  • Detail-oriented mindset with a focus on accuracy and attention to detail.
  • Ability to work independently with minimal supervision and manage multiple priorities in a fast-paced environment.
  • Certification in quality assurance or a related field (e.g., Six Sigma, ISO) is a plus, however it’s not mandatory.


Salary (INR):

25000 to 28000 Per Month


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