Urgent Opening For Quality Analyst at Mahindra Holidays

6 days ago

Mumbai City District, India Club Mahindra Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Dear Candidate,

Greetings from Club Mahindra.

We are Hiring for a Quality Analyst at Mumbai Location

Accountabilities / Key Responsibilities:

  • Maintain and develop internal quality standards.
  • Assess interactions (calls, email, chat messages) based on established quality standards.
  • Accompany evaluations with meaningful and constructive feedback.
  • Discuss and explain feedback with agents in regular meetings.
  • Recommend process improvements based on call evaluations and audit findings.
  • Analyse all sales KPIs and how the team performance affects those KPIs.
  • Participate calibration session to maintain consistency in internal evaluations.
  • Map the need for training and onboarding programs and initiate these projects with complete ownership of closure.
  • Create reports that reflect agent performance.
  • Identify and resolve issues in the telesales workflow to enhance overall performance.

Competencies / skills required:

  • Strong knowledge of quality assurance tools, methods, and concepts applicable to telesales.
  • Sound knowledge of call centre tech solutions and software's
  • Familiarity with relevant standards and industry best practices in telesales.
  • Excellent communication and interpersonal skills.
  • Strong analytical and problem-solving skills.
  • Attention to detail and ability to work independently.
  • Relevant certifications in quality assurance or related fields are a plus

Experience & Desired Qualifications required:

  • 4-5 years of experience in Quality Assurance Specialist or in a similar role within a Telesales environment.
  • Work experience in industries: Hospitality, Travel/ Hotel/ Tourism is preferred

Working Days : 6 Days working / Day Shift.

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