Quality Analyst

6 days ago

Jaipur, India MattsenKumar Full time

Job Type: Full Time Job Location: Jaipur The Quality Analyst being the expert is responsible to assist the process by auditing telephone communication/transactions of the agents and deliver feedback/coaching. At the same time, ensuring accounts Quality SLA’s are met. Prepare TNI’s for process improvement, ensure all the process updates are properly disseminated, and conduct internal-external calibrations to identify gaps and create action plans to maintain hygiene in the process. Job Description: Monitor incoming customer service, outbound lead generation calls of the agents and deliver feedback/coaching Ensure the Process Quality audit targets & SLAs are met Meet set monthly/quarterly targets for leads/calls coverage. Prepare TNI’s for process improvement provide feedback & refresher sessions to agents to improve call quality Prepare weekly and monthly Quality dashboards Conduct Internal and external calibrations with the client Disseminate the process updates to the team members Conduct Process knowledge tests to gauge the level of understanding among the agents Take the extra mile to engage customers and ensure customer delight Providing employees with relevant Quality Control training QA training Creating and updating SOPs. Requirement Excellent written and spoken communication skills (English proficiency) Proven experience in call quality analysis Approachable and vibrant personality. Professional Attitude towards work Ability to handle any situation with patience and very strong empathy Passion to deliver the highest levels of customer service at all times Must be a team player with the ability to work independently, prioritize tasks, and meet targets/deadlines Educational Qualification Requirement Graduate – Science Stream Preferred Desired Experience At least 1 Year of calling experience in a customer care process & 6 months as a Quality Analyst Experience in Educational Customer Service and Outbound lead nurturing will be preferred

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