Quality Analyst- Call Monitoring, Ambattur, Sal upto 6.5 lpa

2 weeks ago

Chennai, Tamil Nadu, India Creative Hands HR Full time ₹ 6 per year

Hiring for Quality Analyst

Designation: Quality Analyst

Shifts : Night Shifts

Exp : Minimum 2 years of experience required

Budget : 6.5 LPA (including 10% variable pay)

Location- Ambattur, Chennai

Please call Hemant for more info.

Responsibilities for Quality Analyst

  • Conduct regular evaluations of technical support interactions, to assess

adherence to quality standards and service level agreements (SLAs).

  • Identify trends, patterns, and recurring issues in customer interactions,

and provide actionable insights to management for process

improvements and training initiatives.

  • Develop and implement quality assurance (QA) processes, guidelines,

and evaluation criteria to ensure consistency and accuracy in technical

support delivery.

  • Collaborate with team leads, trainers, and subject matter experts to

design and deliver targeted coaching and training sessions based on

identified areas of improvement.

  • Generate comprehensive reports and analytics on quality metrics,

defect trends, and performance indicators to track progress and

measure the effectiveness of quality improvement efforts.

  • Act as a subject matter expert on technical support processes, systems,

and product knowledge, providing guidance and assistance to support

representatives as needed.

  • Participate in cross-functional meetings and initiatives to represent the

quality perspective and advocate for customer-centric solutions.

  • Stay updated on industry best practices, emerging technologies, and

advancements in technical support methodologies to continuously

enhance the quality-of-service delivery.

Qualifications for Quality Analyst

  • Bachelors degree in computer science, Information Technology, or

related field preferred.

  • Proven experience in technical support or customer service roles, with a

focus on troubleshooting network-related issues.

  • Strong analytical skills and attention to detail, with the ability to assess

complex technical scenarios and identify root causes of customer

concerns.

  • Excellent communication skills, both verbal and written, with the ability

to articulate technical concepts clearly and effectively to diverse

audiences.

  • Proficiency in using quality monitoring tools / MS ofice
  • Demonstrated ability to work collaboratively in a team-oriented

environment, fostering positive relationships and driving results through

influence and persuasion.

  • Flexibility to adapt to changing priorities and business needs in a fast-

paced, dynamic environment.

Immediate joining required

Please call Hemant for more info.

Thanks,

Hemant

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