Quality Analyst
2 days ago
Role Description-
• Audit and evaluate inbound and outbound calls, emails, and chat interactions.
• Assess agent performance based on established quality guidelines and key performance
indicators (KPIs).
• Document and provide constructive feedback to Customer Support Team.
• Identify trends and recommend areas for improvement in processes and customer service.
• Collaborate with trainers and team leaders to design and implement training programs.
• Maintain and update QA scorecards and reports.
• Participate in call calibration sessions to ensure consistent evaluation standards.
• Support the development of quality standards and procedures.
Qualifications-
• High school diploma or equivalent (Bachelors degree preferred).
• Minimum of 2 years of experience in quality assurance or a related role.
• Strong analytical and listening skills.
• Excellent written and verbal communication skills.
• Proficiency in call monitoring software and CRM systems.
• Ability to provide constructive feedback and drive performance improvement.
• Detail-oriented with strong organizational skills.
• Should be well-versed with Six Sigma Methodologies and & seven QC tools.
Please share the resume on Role & responsibilities
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