Quality Analyst

5 hours 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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