Job Description Responsibilities
Monitor calls taken by the agents to ensure that they achieve set goals given by the client.
Maintain the quality of calls taken by agents to ensure compliance and process being followed accurately.
Giving timely feedback to the agents. Highlighting repetitive issues to Operations.
Coaching/mentoring the bottom quartile agents and top performers to achieve the group dynamics.
Conduct refreshers when required to meet service delivery levels.
Design and run Training Need Analysis based refresher programs targeting the bottom quartile performers to drive process improvement.
Quality Audit readiness – Report collation, maintenance and data analysis,



always maintain audit readiness in terms of Quality reports and other quality data (hard and soft copies).
Attend call calibrations with the client.
Publish daily and weekly reports.
Handling complaints received from the client and customers.

Education and Experience
Graduate
1 year + of experience as a Quality Analyst
Excellent verbal & written communication skills
Should have valuable interpersonal and employee relations skills
Must have valuable working knowledge in MS-Office or any other data analysis tools.
Must have excellent analytical skills.

📌 Quality Control Specialist Us Collection Vadgaon Budruk
🏢 Quadron iSolutions
📍 Vadgaon Budruk