Quality Analyst

10 hours ago

NCR, India Infodrive Full time

Job Title: Quality Analyst

Experience: 35 Years

Location: Okhla phase 1, New Delhi

Department: Marketing

Employment Type: Full-Time

Role Overview;

The Quality Analyst will be responsible for monitoring, auditing, and evaluating customer

interactions (calls, emails, and other channels) to ensure compliance with quality standards

and provide actionable insights to improve overall performance.

Key Responsibilities

  • Conduct call audits and evaluate customer interactions against defined quality parameters.
  • Perform email auditing to ensure accuracy, professionalism, and adherence to company

guidelines.

  • Audit WhatsApp and Live Chat interactions to maintain service quality and customer satisfaction.
  • Identify process gaps and recommend improvements to enhance customer experience.
  • Document audit results and share detailed feedback with team leaders and agents.
  • Track and report quality metrics, trends, and patterns on a regular basis.
  • Collaborate with training and operations teams to implement corrective actions and process

enhancements.

  • Ensure compliance with company policies, procedures, and regulatory requirements.
  • Interdepartmental Coordination's.

Key Skills & Competencies

  • Excellent Verbal & Written Comm. Skills
  • Strong knowledge of auditing techniques for calls and emails.
  • Excellent listening, comprehension, and analytical skills.
  • Attention to detail with the ability to identify errors, gaps, and improvement areas.
  • Proficiency in MS Office (Excel, Word, PowerPoint) and familiarity with quality monitoring tools.
  • Strong communication and feedback delivery skills (both verbal & written).
  • Ability to work independently as well as part of a team.
  • Time management and organizational skills to handle multiple audits effectively.

Qualifications & Experience

  • Bachelor's degree in any discipline (preferred).
  • 3-5 years of experience as a Quality Analyst in a BPO/Customer Service/Operations environment.
  • Experience in call and email auditing is mandatory.

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