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3 days ago

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Quality AnalystLocation-Malad Apse,Rotation Shift,BPO-Quality Monitoring & Evaluation • Audit inbound and outbound interactions handled by Sky RMs .• Evaluate calls, emails, and CRM cases against predefined quality parameters including: o Accuracy of information and ownership of query o Communication tone, empathy, and resolution ability o Collections and negotiation handling o System updates and SR closure discipline• Generate structured feedback reports for all RMs and track improvements through regular review cycles.• Maintain audit samples, call IDs, and case notes in compliance with Quality Management Framework (QMF) and audit standards. Calibration & Feedback Alignment • Participate in weekly calibration sessions with TLs to ensure uniformity of scoring and feedback interpretation.• Deliver structured, constructive feedback to Sky RMs via TP Interact dashboards and feedback reports.• Identify common process gaps and recommend corrective action or refresher training. Governance, Process, and Compliance• Ensure that all audits adhere to standard evaluation forms, call scoring rubrics, and communication protocols.• Flag process non-adherence, compliance lapses, and data privacy breaches immediately to TLs and ZCTM. • Support audit readiness by maintaining complete QA logs, RCA documents, and feedback records within TP Interact.• Work with Team Leads and Trainers to close quality gaps within defined SLA timelines. Reporting & Insights • Create daily, weekly, and monthly QA reports on call quality, NPS impact, and repeat escalations. • Correlate QA performance with collections success, customer sentiment, and CRM closure TAT. •

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