Quality Analyst

3 weeks ago

Kolkata, India Acme Services Full time

Job Description We are actively seeking a highly analytical and detail-oriented Quality Analyst to join our client's team through Acme Services. This pivotal role is responsible for monitoring and evaluating the quality of customer interactions, identifying areas for improvement, and contributing to enhanced performance and customer satisfaction. The ideal candidate will possess strong analytical, communication, and problem-solving skills, with proficiency in data tools and a commitment to maintaining confidentiality. Key Responsibilities - Quality Monitoring & Assessment: Monitor, analyze, and assess the quality of inbound and/or outbound calls/consultations conducted by service providers, ensuring adherence to quality standards and best practices. - Performance Reporting: Prepare and present comprehensive statistical data for management to effectively identify issues in performance and highlight trends. - Training Gap Identification: Proactively identify and rectify training gaps, collaborating closely with managers to jointly address and resolve performance issues. - Process Improvement: Offer actionable solutions and suggestions for process improvement to the leadership team, contributing to operational efficiency and service excellence. - Travel for Training: Travelling will be required for training purposes, both for personal development and to deliver training to others. - Confidentiality: Strictly maintain confidentiality regarding performances and results, ensuring data privacy and trust within the team. Skills - Strong ability to monitor, analyze, and assess call/consultation quality. - Proficiency in preparing and presenting statistical data for management. - Skilled at identifying and rectifying training gaps. - Adept at offering solutions and suggestions for process improvement. - Excellent communication, listening, and observation skills. - Strong problem-solving skills. - Good knowledge and experience of working with Excel and Google Forms. - Analytical bent of mind. - Focused and Target Oriented. - Commitment to maintaining confidentiality regarding performances and results. Qualifications - Any Bachelor's degree or Postgraduate degree. - Prior experience in a quality assurance, call center, or customer service environment is preferred. - Proven ability to work with data analysis tools.

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