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Quality Analyst

4 months ago

Jaipur, Rajasthan, India timesjobs Full time


The Quality Analyst being the expert is responsible to assist the process by auditing telephone communication/transactions of the agents and deliver feedback/coaching.

At the same time, ensuring accounts Quality SLAs are met.

Prepare TNIs for process improvement, ensure all the process updates are properly disseminated, and conduct internal-external calibrations to identify gaps and create action plans to maintain hygiene in the process.


Job Description:
Monitor incoming customer service, outbound lead generation calls of the agents and deliver feedback/coaching
Ensure the Process Quality audit targets & SLAs are met
Meet set monthly/quarterly targets for leads/calls coverage.
Prepare TNIs for process improvement provide feedback & refresher sessions to agents to improve call quality
Prepare weekly and monthly Quality dashboards
Conduct Internal and external calibrations with the client
Disseminate the process updates to the team members
Conduct Process knowledge tests to gauge the level of understanding among the agents
Take the extra mile to engage customers and ensure customer delight
Providing employees with relevant Quality Control training QA training
Creating and updating SOPs.
Requirement Excellent written and spoken communication skills (English proficiency)
Proven experience in call quality analysis
Approachable and vibrant personality.
Professional Attitude towards work
Ability to handle any situation with patience and very strong empathy
Passion to deliver the highest levels of customer service at all times
Must be a team player with the ability to work independently, prioritize tasks, and meet targets/deadlines
Educational Qualification Requirement Graduate Science Stream Preferred

Desired Experience At least 1 Year of calling experience in a customer care process & 6 months as a Quality Analyst
Experience in Educational Customer Service and Outbound lead nurturing will be preferred