Quality Analyst

2 weeks ago

Gurgaon, Haryana, India Great Learning Full time
Job Description

The Role

- Participates in design of call
- Performs call monitoring according to monitoring formats & quality standards and provides trend data to the management team.
- Uses a quality monitoring data management system to compile and track performance at team and individual level.
- Performs monitors of Inside Sales email responses.
- Participates in customer listening programs to identify customer needs and expectations.
- Provides actionable data to various internal support groups as needed.
- Coordinates and facilitates call calibration sessions for staff.
- Provides feedback to team leaders and managers help them to sync better within the team
- Prepares and analyzes internal and external quality reports for management staff review.
- Perform PIP calibration sessions and other duties as assigned.

Requirements

- Minimum 2-6 years experience preferably in BPO/ITES industry
- Excellent verbal, written and interpersonal communication skills.
- Effective listening and comprehension ability is must
- Outstanding customer service skills and dedication to providing exceptional customer care.
- Must be self-motivator and self-starter

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