As a Quality Analyst, you will complete audits or evaluations. This may include quality audits, RCA scrubbing for CSAT/NPS, Resolution Rate, AHT, Cycle Time, Policy Adherence, Ticket Closures, etc. You will ensure that your defined monthly or weekly evaluation targets are met.

Roles And Responsibilities
- Audit calls/interactions/transactions for aligned Teammates
- Coach Teammates for performance improvement (campaign specific)
- Report performance for an aligned span on a daily/weekly/monthly basis
- Provide inputs and basis audits for briefings and training which need identification
- Partner with Team Leaders (TLs) in leading team meetings for metrics improvement
- Participate in strategic projects for the campaign/LOB
- Identify and escalate any potential quality issues per defined process
- Isolate and report defects; verify defect fixes
- Suggest process/system improvements based on common customer concerns
- Accomplish other responsibilities assigned by management
- Drive quality initiatives, contests and campaigns for the assigned span




- Be updated on knowledge and serve as SME for the campaign/LOB

Technical Skills And Qualifications
- Basic understanding of "Types of companies, Promoter Holdings & adherence to government regulations"
- Must have worked in customer service (Voice & Back Office experience preferred)
- At least one-year of work experience as a Quality Analyst (preferred)
- Basic skills in Excel or Google Sheets
- Problem-solving skills

Soft Skills
- Proficiency in English language - C1/C2 preferred
- Has strong customer centricity
- Can assertively provide constructive feedback
- Has good written and verbal communication skills
- Thinks logically
- Can manage conflicts
- Pays robust attention to detail
- Can work with mínimal supervision
- Demonstrates initiative and good judgment
- Can work on multiple projects and is versatile
- Can establish and maintain effective working relations with a wide variety of individuals
- Can work with a di

📌 QA Analyst (Vijay Nagar)
🏢 YUNIFY HR
📍 Vijay Nagar