Quality Analyst

2 days ago

Hyderabad Mumbai Mumbai, India Taskus Full time ₹ 2,50,000 - ₹ 7,50,000 per year

As a Quality Analyst , you will complete audits or evaluations. This may include quality audits, RCA scrubbing for CSAT/NPS, Resolution Rate, AHT, Cycle Time, Policy Adherence, Ticket Closures, etc. You will ensure that your defined monthly or weekly evaluation targets are met.

Roles and responsibilities:

  • Audit calls/interactions/transactions for aligned Teammates
  • Coach Teammates for performance improvement (campaign specific)
  • Report performance for an aligned span on a daily/weekly/monthly basis
  • Provide inputs and basis audits for briefings and training which need identification
  • Partner with Team Leaders (TLs) in leading team meetings for metrics improvement
  • Participate in strategic projects for the campaign/LOB
  • Identify and escalate any potential quality issues per defined process
  • Isolate and report defects; verify defect fixes
  • Suggest process/system improvements based on common customer concerns
  • Accomplish other responsibilities assigned by management
  • Drive quality initiatives, contests and campaigns for the assigned span
  • Be updated on knowledge and serve as SME for the campaign/LOB

Technical skills and qualifications:

  • Basic understanding of Types of companies, Promoter Holdings & adherence to government regulations
  • Must have worked in customer service (Voice & Back Office experience preferred)
  • At least one-year of work experience as a Quality Analyst (preferred)
  • Basic skills in Excel or Google Sheets
  • Problem-solving skills
  • Familiarity with the application of basic quality tools, such as cause and effect, histogram, correlation, and others (preferred)

Soft skills:

  • Proficiency in English language - C1/C2 preferred
  • Has strong customer centricity
  • Can assertively provide constructive feedback
  • Has good written and verbal communication skills
  • Thinks logically
  • Can manage conflicts
  • Pays strong attention to detail
  • Can work with minimal supervision
  • Demonstrates initiative and good judgment
  • Can work on multiple projects and is versatile
  • Can establish and maintain effective working relations with a wide variety of individuals
  • Can work with a diverse team
  • Has a Continuous Improvement mindset

Personality traits required:

  • Demonstrates clear thought process
  • Articulates clearly
  • Exercises conscientiousness and diligence
  • Demonstrates assertiveness

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