Senior Quality Analyst

1 day ago

Gurgaon, Haryana, India Trueblue Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Specification:

  • Monitor, evaluate, score and provide feedback on calls and calls against established quality assurance instruments and standards. Perform compliance checks as per established process and procedures.
  • Participate, as needed, in calibration sessions, employee communication sessions, and/or creation of communication tools.
  • Supports and communicates business goals, quality standards, processes and procedures and policies.
  • Ensure the Contact Centre agents adhere to predetermined quality assurance standards and the businesss standard operating procedures.
  • Perform regular compliance checks.
  • Conduct / Lead training sessions (as needed).
  • Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability and other key metrics as determined.

Job Qualifications:

  • Bachelors degree or equivalent experience.
  • Proven experience as a Quality Analyst or similar role in a call center environment.

Skillset Requirements:

  • Excellent analytical and problem-solving skills.
  • Strong attention to detail and ability to identify patterns and trends.
  • Exceptional communication and interpersonal skills.
  • Proficiency in using Excel, quality monitoring tools and CRM software.
  • Knowledge of call center operations and best practices.
  • Ability to provide actionable feedback and drive performance improvements.

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