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Quality Analyst

2 months ago

Mumbai, India Onsitego Full time

Role & responsibilities :

  • Conduct Regular Audits (Voice | Chat | Email)
  • Participates in design of call monitoring formats and quality standards
  • Monitoring trends
  • Should have an eye for detail & report non-compliance in audit findings
  • Coordinates and facilitates call calibration sessions for call center staff
  • Ensure coaching & amp; feedback is done for team members to improve overall customer experience
  • Prepare and analyze quality reports for management review
  • Good command in MS Excel


Preferred candidate profile :

  • Proven work experience as a Quality Analyst or similar role.
  • Excellent communication skills, both written and verbal
  • Exceptional listening and analytical skills
  • Solid time management skills
  • Must be able to effectively deal with people at all levels
  • Ability to multitask, adapt and successfully operate in a fast paced environment
  • Meticulous attention to detail
  • Experience: 2+ years Qualification: Any Graduate.