Quality Analyst

7 days ago

Gurugram, India R3 Consultant Full time

Job Description:

Job Title: Quality Analyst - Sales Process

Location - Gurgaon (WFO)


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 teams 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


The Successful Applicant:

Fast, focused and committed individuals with an ability to work in a diverse team

Passionate about creating something big & impactful

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