Quality Analyst-Voice process

2 weeks ago

Pune, India r3 Consultant Full time

Quality Analyst-Voice process

Location;pune

Roles and Responsibilities:

Develop and maintain internal support and call center quality standards

Review a subset of sales agents' interactions (calls, emails, chats, etc.)

Provide meaningful and constructive feedback on evaluations

Discuss and explain feedback with agents in regular meetings

Create strategies to improve support KPIs

Assist agents in enhancing their performance through specific guidance and ongoing support

Identify training and onboarding needs and initiate related projects

Generate reports that reflect support performance

Report the support team’s performance to senior management

Participate in calibration sessions to ensure consistency in internal evaluations

Contribute positively to team culture

An ideal candidate should have:

Minimum 2 years of hands-on experience in quality assurance within customer service or sales

Proven track record of analytical skills

Strong communication skills, including the ability to deliver (negative) feedback effectively

Excellent people skills and the ability to build rapport

Good organizational skills and knowledge of goal-setting practices

Experience with data visualization and understanding of support metrics

Problem-solving capabilities to create meaningful strategies to improve support quality

Perks and Benefits:

Opportunity to work on a highly critical role, which will have a direct and big impact

A learning environment with supports looking at problems in unique ways

Collaborative and diverse team which values mutual respect and clear communication

Challenging work so that you can keep your brain healthy

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