Our client is looking for a detail-oriented and tech-savvy contractual QA Analyst to join our team. In this role, you will be the driving force behind our agent quality assurance (QA) and continuous improvement initiatives. By leveraging AI-powered QA platforms and analysing interaction data, you will build targeted coaching programs, measure performance metrics, and advocate for process enhancements that directly improve our customer service delivery.

Key Responsibilities:
- Develop AI-Driven Coaching: Leverage MaestroQA (Rippit) and its inbuilt AI functionalities to design, create, and implement targeted behavioural coaching interventions for customer-facing agents.
- Analyse Agent Performance: Generate and analyse comprehensive performance reports to identify top and bottom performers, translating raw QA data into actionable insights for leadership.
- Analyse Coaching Data: Generate and analyse comprehensive coaching reports to identify trends, recurring development opportunities, and coaching effectiveness,



translating coaching data into actionable insights and recommendations for leadership.
- Track SLA Adoption: Monitor, measure, and report on Service Level Agreement (SLA) adoption and compliance across support teams to ensure consistent, high-quality service delivery.
- Drive Cross-Functional Alignment: Actively participate in workstream scrum calls, sharing data-backed recommendations to drive immediate behavioural and process improvements within agile teams.
- Champion Continuous Improvement: Proactively share creative ideas and partner with cross functional teams to execute continuous improvement exercises that optimize QA workflows and elevate the overall client experience.
- Support QA Operations: Assist in collecting, consolidating, and evaluating customer interaction data to establish a baseline for service quality and identify emerging behavioural patterns.
- Close the Loop: Curate coaching keeping last month's improvement and gaps in mind to drive

📌 Quality Analyst (Pune)
🏢 Our Client
📍 Pune