Analyst/ Sr Analyst
1 week ago
Are you ready to be part of an exhilarating journey with an innovative, high-growth startup backed by the prestigious Hero Group, one of the nation's largest and most esteemed business conglomerates?
Hero Vired is your opportunity to join a premium learning experience that offers cutting-edge industry programs and world-class partnerships, shaping the trailblazers of tomorrow.
At Hero Vired , we firmly believe in the potential of every individual to achieve greatness. Leveraging the unparalleled expertise and legacy of the Hero Group, our mission is to revolutionize the learning landscape.
Through immersive, industry-aligned programs, we empower learners with the knowledge, skills, and insights they need to turn their aspirations into tangible accomplishments. Our focus is to disrupt and reimagine traditional university education and upskilling for working professionals, achieved through impactful online certification and degree programs.
The illustrious Hero Group, boasting a diverse portfolio of businesses with a combined value of US$5 billion, spans sectors such as automotive manufacturing, finance, renewable energy, electronics manufacturing, and education. Under the umbrella of the Hero Group (BML Munjal family), you'll find renowned names like Hero MotoCorp, Hero FinCorp, Hero Future Energies, Rockman Industries, Hero Electronix, Hero Mindmine, and BML Munjal University.
Fore more information, please visit Title: Analyst/Sr Analyst - Quality Audits
Department: Quality
Location: Delhi (Sultanpur)
Job Type: Full Time
Work Type: Work from office
About the Role:
As an Analyst / Sr. Analyst - Quality Audits , you will be responsible for ensuring the quality of customer interactions by conducting thorough call audits and implementing quality improvement plans. You will collaborate closely with various teams to understand call parameters, assess compliance with policies, and contribute to the growth and revenue goals of the organization.
Roles and Responsibilities:
Conduct quality audits on pre-recorded and live customer calls, ensuring accuracy and compliance with established guidelines.
Cross-check end-to-end details on each case to ensure consistency and completeness of information.
Analyze quality processes and procedures to verify alignment with customer requirements and identify areas for improvement.
Collaborate with teams to establish daily, weekly, and monthly audit targets, and contribute to short- and long-term development plans.
Monitor agents adherence to proper pitch guidelines to meet minimum quality standards.
Provide regular feedback to agents and their reporting managers to foster continuous improvement.
Identify gaps in call quality and provide constructive feedback, conducting refresher sessions with agents to enhance their performance.
Conduct regular CRM audits to improve the accuracy and hygiene of agent-entered data.
Conduct case studies for critical cases as required to minimize losses and improve processes.
Requirements:
Proficiency in MS Office applications (Word, Excel, PowerPoint) and Office 365 tools.
Any graduation degree is required.
Minimum 1-2 years of experience as a Call Quality Analyst.
Good communication and writing skills in both Hindi and English.
Strong analytical skills to assess call quality and process effectiveness.
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