Quality Analyst

Job Description: QA Engineer Experience Level : Associate Work Experience (years) 2 - 6 Years Education : Bachelor's Degree CTC- up to 6 LPA location- Gurgaon 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 Skills : feedback management quality assurance call center operations training needs analysis reporting team management feedback mechanism quality analysis training and onboarding performance measurement report generation kpi management feedback analysis monitoring call monitoring training and development performance improvement constructive feedback training & development evaluations

Skills Required
Training And Development, Report Generation, constructive feedback , Performance Improvement, Monitoring, Performance Measurement, training needs analysis , feedback management , Training Development, Quality Assurance, Call Monitoring