Quality Analyst

1 month ago

Bengaluru, India PTW Full time

Job Description


Years of exp: 1 - 6

Location: Remote


Summary:

  • The Quality Analyst is responsible for performing reviews/audits for email/chat/call transactions, publish weekly/monthly reports to highlight the areas of improvement. To be successful as a Quality Analyst, you should demonstrate strong attention to detail and have analytical and problem-solving abilities.

What you'll be doing:

  • The primary task of the quality analyst is transaction monitoring and providing actionable insights.
  • Comprehensive documentation of every coaching opportunity. Share real-time feedback with the coach to ensure that corrective measures are taken.
  • Participate in team huddles and share updates and best practices.
  • Participate in calibration sessions and exchange ideas with team members to ensure that everyone is on the same page.
  • Generate account specific Quality reports based upon predefined criteria and provide inputs to Operations.
  • Supporting the Ops team with chats/tickets based on need.
  • Publishing weekly/monthly reports based on the audits performed for the mentioned tenure.
  • Participate in design of call monitoring formats and quality standards.
  • Compile and track performance at team and individual level.

What we're looking for:

  • An analytical approach to spot and highlight areas of improvement.
  • Good verbal, written, and interpersonal communication skills.
  • Ability to utilize Microsoft applications, including Outlook, Word, Excel, and PowerPoint.
  • Exceptional listening and analytical skills.
  • Ability to manage time to meet multiple priorities and deadlines.
  • Meticulous and Methodical approach in completing all deliverables.
  • Familiarity with a variety of quality concepts, practices, and procedures.
  • Ability to work well in a team environment.
  • Dedication to providing exceptional customer service.
  • Basic knowledge of Quality Management System.

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