Quality Analyst

5 days ago

Hyderabad, India Tech Mahindra Full time
Job Summary: The BPO Quality Assurance (QA) Analyst is responsible for ensuring the quality and accuracy of customer interactions in a BPO setting. This role involves monitoring and evaluating customer service agents' performance, ensuring adherence to company policies, and identifying areas for improvement to enhance customer satisfaction.

The Quality Team Lead (QTL) should have relevant experience in all the below mentioned skills + team management skills, reporting, analysis, handling calibration calls, and performance management.

Key Responsibilities:1. Quality Monitoring:Monitor videos, calls, emails, chat interactions, and other communication channels for adherence to company standards.Evaluate agents' performance based on pre-defined criteria, including accuracy, customer service, and communication skills.Independently monitor audits done by QAs of different vendors and publish reports and findings to the Google Vendor Manager and Ops leadership.Conduct quality calibration calls with internal QAs and QAs from other vendors based on the client’s guidanceCreate improvement plans to decrease audit variation amongst all the QAs/IQAsLiaison with the Training Team to plan upskilling of the QAs/IQAs if needed.

2. Feedback and Reporting:Provide detailed feedback to customer service agents and supervisors regarding performance strengths and areas for improvement.Generate reports summarizing evaluation results, trends, and quality metrics for management review.3. Training and Development:Coordinates and facilitates call calibration/training sessions for vendor QA partnersAssist in the development and implementation of training programs to address quality deficiencies and enhance overall service quality.Conduct training sessions or workshops for new hires and existing employees to reinforce best practices and quality standards.4. Process Improvement:Identify recurring issues and recommend process improvements to enhance efficiency and customer satisfaction.Collaborate with various departments to implement and monitor quality improvement initiatives.5. Compliance:Ensure compliance with company policies, industry regulations, and client-specific guidelines.Stay updated with the latest industry trends, tools, and best practices in quality assurance.6. Customer Satisfaction:Analyze customer feedback and complaints to identify patterns and areas for service enhancement.Work closely with the customer service team to resolve issues and improve the overall customer experience.Minimum Criteria ~Bachelor's Degree or equivalent educationTo identify fakes and factual errors in videos and multimedia content.Experience with ecommerce shopping across multiple platforms, understand live commerce and other online avenues of shoppingAt least 1 year experience with social media video content creation/moderation, or experience with social media content agenciesPossesses understanding of video-based social media (Instagram Reels, YouTube Short Shorts, Chingari, Josh)

Preferred Criteria ~Passionate about media, entertainment and internet trendsExisting experience on YT, Tiktok others is valuableAbility to create and execute innovative ideas under tight timelines, ability to independently complete video content moderation for Trust & Safety, shopping, music and other YT products.Skills ~Strong analytical and problem-solving abilities.Excellent verbal and written communication skills.Proficiency in using QA tools and software.Detail-oriented with a focus on accuracy.Ability to work independently and as part of a team.

** Interested candidates send the CV to **Must Have- Candidates must have experience into Quality Analyst.Please mention the subject line

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