We have an opening for the post of Sr. Analyst/Lead/ Analyst Quality for a reputed Company for their Navi Mumbai(Belapur) Head Office.
Job Description:
- Develop and implement quality assurance processes and procedures to ensure adherence to quality standards in client interactions, processes, and deliverables.
- Monitor and evaluate client interactions, such as calls, emails, chats, CRM Transactions, or any other communication channels, for adherence to quality standards and compliance with company policies and procedures.
- Identify areas of improvement based on evaluation results and provide constructive feedback and coaching to employees/management to enhance their performance
- Skilled in process audits, metrics, RCA, and process improvement
- Analyse quality data and generate reports, metrics, and insights to measure performance against quality objectives.
- Stay updated with industry best practices and customer experience trends to continuously enhance the quality assurance processes and standards.
- Participate in calibration sessions with other quality analysts and stakeholders to ensure consistency in quality evaluations and scoring.
- Support the implementation and maintenance of quality management systems and tools.
Education and Experience:
- Bachelor's degree in any discipline or equivalent work experience.
- Solid knowledge of quality assurance methodologies, tools, and processes specific to the service or Real Estate industry.
- Minimum 1 years of experience in Quality assurance.
- Experience in evaluating customer interactions, including calls, emails, chats, etc., and providing feedback/coaching to improve performance.
- Excellent analytical skills and attention to detail to identify trends, patterns, and areas for improvement.
- Must have strong knowledge of MS Office tools-MS Excel and PowerPoint.
- Strong communication and interpersonal skills to effectively communicate feedback and recommendations to employees, stakeholders