[BZ-40] - Quality Analyst (QA/ Senior QA)

[BZ-40] - Quality Analyst (QA/ Senior QA)

22 Dec
Great Learning

22 Dec

Great Learning


Job Description

Quality Analyst (QA/ Senior QA) Gurgaon Key Responsibilities Participates in the design of call

Performs call monitoring according to monitoring formats & quality standards and provides trend data to management team.

Uses quality monitoring data management system to compile and track performance at team and individual level.

Performs monitors of Inside Sales email responses.

Participates in customer listening programs to identify customer needs and expectations.

Provides actionable data to various internal support groups as

needed. Coordinates and facilitates call calibration sessions for staff.

Provides feedback to team leaders and managers help them to sync better within the team

Prepares and analyses internal and external quality reports for management staff review.

Perform PIP calibration sessions other duties as assigned.

Qualification: Minimum 3-6 years experience preferably in BPO/ITES industry

Excellent verbal, written, and interpersonal communication skills.

Effective listening and comprehension ability is a must

Outstanding customer service skills and dedication to providing exceptional customer care.

Must be self-motivator and self-starter.

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