Quality Analyst

JOB DESCRIPTION QUALITY ANALYST-

Ø Audit Pre-recorded calls & live calls along with cross-checking the end-to-end details on

respective Tickets.

Ø Analyse quality process and procedure to ensure it meets process requirements.

Ø Meeting daily, weekly and monthly audits analysing short- and long-term development plans.

Ø Ensuring that the counsellors should follow proper pitch as per guidelines to meet minimum quality

standards.

Ø Perform quality checks and perform Mock calls for freshers to improve performance.

Ø Providing periodic feedback to agents and to their reporting manager for scope of improvement.

Ø To identify gaps and rectify them by sharing feedback and conducting refresher sessions with

agents to improve quality of calls.

Ø Closely monitoring quality parameters as per needs and share ideas to improve quality standards.

Required Skills : -

ü Should be well versed with MS Office (Word, Excel, PowerPoint) & Office 365.

ü Should have excellent communication / Writing skills (Hindi and English is must)

ü Good Analytical skills.

ü Should have knowledge about all 7 QC Tools (Pareto, Histogram etc

Min 1 yrs exp as QA ,

Salary : - Upto-2.5 LPA

Comfortable with 24

• 7 Shifts with 6 days working culture & 1 rotational Off

Location : - Jaipur (work from office)