Quality Analyst

Roles Responsibilities

• To manage transaction quality profile
• To conduct audits as per defined guideline and sampling for transaction monitoring
• To ensure 100% closure of feedback
• To create and publish regular audit reports with management and clients (daily, weekly, monthly)
• To identify gaps and conduct feedback and refresher sessions with agents to improve sales and quality of calls
• To drive process improvement initiatives
• To drive calibration sessions with internal or external customers
• To conduct training for group of agents, when needed
• To conduct quality induction for new hire batch

Required Experience, Skills And Qualifications

This job is provided by Shine.com

Skills Required

Qc Tools, Word, Analytical Skills, Outlook, Powerpoint, Excel, Six Sigma, Ms Office