Quality Analyst
Chennai, Tamil Nadu, India
Job responsibilities :
1. Responsible for improving the quality scores of the assigned team.
2. Audit a minimum of 45 calls a day.
3. Monitoring calls and providing detailed feedback for continuous enhancement to match the service delivery standards.
4. Meet and improve process SLAs through Quality control.
5. Escalate team performance issues by Identifying fatal and nonfatal errors impacting the process & taking corrective/ preventive action.
6. Analyzing the data and preparing quality reports and dashboards as required.
7. Escalating issues that hamper the process promptly.
8. Deriving Training needs identification based on quality scores.
9. Timely escalation of Quality issues to team supervisors and ensure timely resolution.
10. Identifying the Areas of Improvement for the process.
11. Ensure minimal evaluation variance against the call quality monitoring guidelines.
12. Provide detailed feedback on the strengths and improvement areas.
Skill and Experience requirements –
Skills –
1. Strong communication skills, practical verbal and written communication skills.
2. Should be able to perform tasks individually with a sense of urgency and ability to manage and prioritize multiple work requirements to meet deadlines.
3. Attention to detail and a high degree of intellectual curiosity.
4. Ability to exercise judgment within procedures and practices to determine appropriate action.
5. Strong customer experience focus, with a drive to ensure that we exceed expectations.
6. Committed to delivering quality results and overcoming obstacles and challenges in a time-sensitive environment.
Experience –
1. Minimum 2 years of service and track requirement.
2. Knowledge about sales and customer experience.
2. Should have a basic working knowledge of Google Sheets / MS Excel
3. Knowing additional languages would be a plus.