Quality Analyst
Job Description
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 joinees.
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