Quality Analyst (Sales Process)

ConfidentialGurugram, Gurgaon / Gurugram, India

10 days ago

Job description

Quality Analyst

Roles And Responsibilities

Develop and maintain internal support and call center quality standards
Review a subset of sales agents' interactions (calls, emails, chats, etc.)
Provide meaningful and constructive feedback on evaluations
Discuss and explain feedback with agents in regular meetings
Create strategies to improve support KPIs
Assist agents in enhancing their performance through specific guidance and ongoing support
Identify training and onboarding needs and initiate related projects
Generate reports that reflect support performance
Report the support team's performance to senior management
Participate in calibration sessions to ensure consistency in internal evaluations
Contribute positively to team culture

An Ideal Candidate Should Have

Minimum 2 years of hands-on experience in quality assurance within customer service or sales

Proven track record of analytical skills

Strong communication skills, including the ability to deliver (negative) feedback effectively

Excellent people skills and the ability to build rapport

Good organizational skills and knowledge of goal-setting practices

Experience with data visualization and understanding of support metrics

Problem-solving capabilities to create meaningful strategies to improve support quality

Perks And Benefits

Opportunity to work on a highly critical role, which will have a direct and big impact

A learning environment with supports looking at problems in unique ways

Collaborative and diverse team which values mutual respect and clear communication

Challenging work so that you can keep your brain healthy

The Successful Applicant

Fast, focused and committed individuals with an ability to work in a diverse team

Passionate about creating something big & impactful

Skills : feedback management,call center operations,data visualization,kpi management,goal-setting practices,team management,performance measurement,evaluations,communication skills,customer service,report generation,interpersonal skills,feedback mechanism,organizational skills,quality assurance,problem-solving,strong communication skills,support metrics,analytical skills,training & development,performance improvement,people skills,constructive feedback,training needs analysis,problem-solving capabilities,training and development,call monitoring,quality analysis,reporting

Skills Required

Customer Service, Report Generation, Interpersonal Skills, Performance Improvement, Analytical Skills, feedback management , Problem-solving, Data Visualization, Organizational Skills, Call Monitoring, Communication Skills, Reporting, Training And Development, Team Management, constructive feedback , Performance Measurement, training needs analysis , Quality Analysis, Quality Assurance

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Quality Analyst • Gurugram, Gurgaon / Gurugram, India