Quality Analyst

Job Description

Job Title : Quality Analyst - (Call Audit)

Location : Gurgaon

Responsibilities :

• High performance delivery on all quality parameters.
• Audit calls, chats / email interactions on Product / process, Communication and soft skills parameters.
• Conduct audits and feedback for the targeted population with the objective of improving scores for training throughput or conversion.
• Data analysis and making designated reports / decks
• Participate in calibrations to ensure consistent scoring & feedback delivery approach.
• Communicate to heighten awareness and focus on importance of positive customer experience
• Make recommendations and drive process improvement.
• Reduce learning curve and help enhance product / process knowledge of new joiners.
• Ensure that internal policies, procedures, and compliance regulations are being followed
• Customer / Client Interactions by using process knowledge and highlighting key areas to work on
• Prepare TNA, publish and execute for 100% closure
• Real Time Support (Production / Live Support) on the floor as per the business requirement.

Desired Candidate Profile

Prior exp in handling Quality for Outbound Sales account

Must understand Audit & Coaching process

Excellent writing and comprehension skills

Extremely good verbal & written communications skills

Technical knowledge of English communication - sentence construction, grammar, punctuation etc.

Effective Presentation, Feedback & Coaching skills

Hands-on experience on MS Office; preferably on MS Excel and Power Point

Customer orientation and Customer Service Attitude

Effective problem-solving skills and Highly energetic & enthusiastic

Interpersonal skills and Teamwork

Ability to handle / analyze data to generate Quantitative and Qualitative analysis

Industry.