Quality Analyst

2 days ago

Pacific Remote Islands Marine National Monument, India Genius infravision Full time

Quality Analyst – Call CenterJob Summary:

We are looking for a Quality Analyst (QA) to monitor and evaluate customer interactions to ensure compliance with company standards, enhance customer satisfaction, and improve agent performance. The QA will analyze call recordings, provide feedback, identify training needs, and contribute to process improvement.

Key Responsibilities:Quality Monitoring & Evaluation

  • Monitor inbound and outbound calls, chat, and email interactions.
  • Evaluate agent performance based on predefined quality parameters.
  • Identify areas of improvement and recommend corrective actions.
  • Ensure compliance with company policies, procedures, and regulatory requirements.

Feedback & Coaching

  • Provide constructive feedback to agents on communication skills, adherence to scripts, and customer handling.
  • Conduct calibration sessions with team leaders and managers to maintain evaluation consistency.
  • Collaborate with trainers to develop targeted training programs.

Reporting & Analysis

  • Maintain quality reports and track agent performance trends.
  • Analyze customer feedback and call data to improve processes.
  • Identify common customer pain points and suggest process improvements.

Process Improvement

  • Work closely with operations, training, and compliance teams to enhance service quality.
  • Suggest workflow improvements and contribute to policy updates.
  • Ensure best practices are followed across customer interactions.

Key Skills & Qualifications:

  • Experience: 1–3 years as a Quality Analyst in a call center (preferred).
  • Education: Bachelor's degree or equivalent experience.
  • Strong analytical, listening, and communication skills.
  • Ability to provide feedback in a constructive and professional manner.
  • Familiarity with call center software, CRM systems, and QA tools.
  • Knowledge of customer service principles and best practices.
  • Proficiency in MS Office (Excel, Word, PowerPoint).

Preferred Qualifications:

  • Experience in handling audits and compliance checks.
  • Knowledge of Six Sigma, COPC, or other quality frameworks.
  • Certification in Quality Assurance

Job Type: Full-time

Pay: ₹12, ₹14,000.00 per month

Experience:

  • total work: 1 year (Preferred)

Language:

  • English (Required)

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