We are Hiring! Quality Analyst (QA)

Location: Malad

Working days: 5 days a week | 2 days rotational week-offs

Shift: Rotational shifts (includes night shifts)

CTC: Up to 7LPA

Immediate joiners preferred!

Role & Responsibilities-

- Monitor BAU calls Genesys (2 calls per agent per month).
- Use customer VOC while reviewing DSAT Cases
- Share required analysis and assigned excel dashboards
- Conduct pre/post shift briefs or mid-shift sessions to highlight common errors and how to avoid them.
- Attend internal and external calibrations.
- Conduct dip checks to test agent knowledge retention.
- Prepare knowledge tests for agents, Ops, and Training teams. Attempt self-tests prepared by Training.
- Conduct risk-based monitoring, Call disconnection, DSAT audits, Repeat audits, High/Low AHT, Transfers, as per business needs.
- Process calls/chats for 8 hours per month.

Interested candidates can contact directly or share their resume to:
Simran Rana- (phone hidden)

or can share resume on [email protected]

📌 Quality Analyst || Ghansoli (Navi Mumbai) (Thane)
🏢 TP
📍 Thane