Quality Analyst

2 days ago

Bengaluru, India Convin Full time

Job Description: Quality Analyst

Position Title:Quality Analyst-BPO

Department: Quality Assurance / Customer Experience

Position Overview:

We are seeking a meticulous and detail-oriented Quality Analyst with quick learning capabilities, and a keen understanding of process nuances beyond standard SOPs to join our team and focus on evaluating and improving the performance of our chatbot interactions. You will play a crucial role in ensuring the quality and effectiveness of our customer interactions and will also be responsible for sampling and analyzing chatbot conversations to ensure they meet our quality standards, provide accurate information, and deliver a positive user experience. This role involves identifying trends, providing actionable insights, and working closely with our development and customer support teams to enhance the chatbot’s performance


Key Responsibilities:

  1. Effective Communication and Understanding:
  2. ○ Demonstrate a deep understanding of process requirements and quality standards, beyond what is documented in scorecards and training materials.
  3. ○ Interpret and apply guidelines with precision, ensuring accurate auditing of chatbot conversations.
  4. Quick Learning and Adaptability:
  5. ○ Rapidly grasp new concepts and process changes, even without prior experience in the gaming process.
  6. ○ Adapt quickly to evolving processes and updates, minimizing dependency on training resources for ongoing audits.
  7. Conversation Sampling: Regularly sample and review chatbot interactions to assess accuracy, relevance, and user satisfaction.
  8. Quality Assessment: Evaluate conversations against predefined quality metrics and standards, including response accuracy, tone, and user engagement.
  9. Issue Identification: Identify and document issues or areas for improvement in chatbot responses, escalating critical issues.
  10. Feedback Reporting: Provide detailed feedback and recommendations for improving chatbot responses, language models, and user experience.
  11. Performance Metrics: Track and analyze key performance indicators (KPIs) related to chatbot interactions, such as resolution rates and user satisfaction scores.
  12. Trend Analysis: Identify trends and patterns in user interactions to help optimize chatbot performance and enhance user engagement.
  13. Balanced Focus on Quantity and Quality:
  14. ○ Maintain a focus on both the volume of audits performed and the quality of evaluations.
  15. ○ Ensure that all audits are comprehensive and align with the established quality metrics.
  16. Documentation: Maintain accurate records of quality assessments, feedback, and actions taken to enhance chatbot performance.
  17. User Experience: Ensure that chatbot interactions align with our brand voice and provide a seamless and positive user experience.


Qualifications:

  1. ● Experience: Prior experience in a quality assurance role, preferably within a BPO environment. Experience in the online gaming industry is a plus but not required.
  2. ● Skills:
  3. ○ Exceptional verbal and written communication skills.
  4. ○ Ability to quickly learn and adapt to new processes and changes.
  5. ○ Strong analytical skills to assess and interpret quality metrics and process nuances.
  6. ○ Proficiency in using quality management tools and software.
  7. ○ Ability to provide clear, actionable feedback and insights.
  8. ● Education: Bachelor’s degree or equivalent experience in a related field.

Key Competencies:

  1. ● Attention to Detail: High level of accuracy in evaluating customer interactions and identifying areas for improvement.
  2. ● Problem-Solving: Ability to address complex quality issues and suggest effective solutions.
  3. ● Customer-Centric Approach: Understanding the importance of personalized customer interactions in the gaming process.
  4. ● Proactive Attitude: Taking initiative to stay ahead of process changes and contribute to team success.

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