Work From Office

What We Offer:
Transportation allowance
Canteen Subsidy
Night Shift allowance as per process
Schedule Attendance Bonus
Health Insurance
Tuition Reimbursement
Incentive components campaign wise
Work Life Balance Initiatives
Rewards & Recognition
Internal movement through IJP

What You’ll Be Doing:
Feedback and Coaching: Provide constructive feedback to agents, identifying strengths and areas for improvement. Assist in creating development plans to help agents meet performance goals.
Reporting & Analysis: Generate and analyze quality performance reports. Identify trends, recurring issues, and prospects for improvement in service delivery.
Process Improvement: Recommend and help implement improvements in workflows, policies, and procedures based on quality audits and performance reviews.
Training Support: Assist in the development and delivery of training materials, ensuring agents are equipped with the knowledge and tools necessary to excel in their roles.
Collaboration: Work closely with Analysts, supervisors,



and department heads to set performance standards and ensure alignment with customer experience objectives.
Compliance: Ensure compliance with industry regulations and company policies during all customer interactions.
Mentorship: Act as a mentor for Analysts, providing guidance and best practices for monitoring and evaluating agent performance.
Core Leadership tasks: As a leader within EI, responsible for overseeing a team of direct reports. Further, carrying out supervisory duties in alignment with the organization’s policies and applicable laws, such as interviewing, hiring, and monitoring employees. Additionally, coach and develop team members, plan, assign, and direct work, appraise performance, and address employee concerns, while also rewarding and disciplining as needed to resolve issues and ensure smooth operations.

What We Expect You To Have:
Minimum of 1 years’ experience in quality managem

📌 Lead Analyst I Vadodara
🏢 Etech Global Services
📍 Vadodara