[23/09/2025] Specialist - Quality Analyst

5 days ago

Hyderabad, India Regalix Full time

Job Description

Job description

Role andResponsibilities:

- Conducts quality review of telephonic/email conversations to ensure quality service goals and standards are met and/or identify areas where improvements can be achieved.
- Auditssalesoutboundcallsand/orcorrespondence,observingperformance,techniques,and application of guidelines and procedures as listed in the framework.
- Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively with merchants.
- Ensure that the stipulated compliance guidelines are met and corrective measures are taken when there is a miss.
- Summarizes findings and recommendations and forwards them to team supervisor to use in performance discussion/assessments and/or promotional decisions.
- Provide coaching and guidance based on audit findings, and deliver weekly/ongoing performance feedback to associates as outlined by the business.
- Mentor/Transition newly hired representatives to ensure a smooth transition from the learning environment to the daily production environment.
- Provide formal product/process refresher training to facilitate ongoinglearning.
- In cases of escalations by a merchant, the QA assists the representatives in preparing an RCA of the call, provides data points, or may even take the call on behalf of therepresentative.
- Maintains comprehensive working knowledge of policies, procedures, andbenefits.

Preferred Skills &Requirements:

- ManagementSkills.
- Attention toDetail.
- Leadership MotivationalSkills.
- Strong CommunicationSkills.
- Multitasking.
- CustomerService.
- Problem-SolvingSkills.
- Creativity.
- Ability to Work Well UnderPressure.
- PerformanceManagement.
- Ability to FosterTeamwork.
- Organization.
- Ability to EducateOthers.
- Basic ComputerSkills.

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