First American (India) is hiring for the role of Quality Assurance Analyst!

Responsibilities of the Candidate:

- Participates in design of call monitoring formats and quality standards.
- Performs call monitoring and provides trend data to site management team.
- Uses quality monitoring data management system to compile and track performance at team and individual level.
- Monitors all email responses.
- Participates in customer and client listening programs to identify customer needs and expectations.
- Provides actionable data to various internal support groups as needed.
- Coordinates and facilitates call calibration sessions for call center staff.
- Provides feedback to call center team leaders and managers (if required to the individuals).
- Prepare and analyzes internal and external quality reports for management staff review.
- Perform other duties as assigned.




- Involves in creating goals for Process lead and team members.
- Identify the individual who is not meeting the performance standards and bring it to the attention of Process lead and Manager’s attention.
- Should be capable of recommending corrective action plans to improve the individual performance by thoroughly analyzing the training need analysis.

Requirements:

- Min of 2 years Call center experience
- Bachelor’s degree or equivalent
- Excellence verbal, written and interpersonal communication skills
- Excellent problem-solving and issue resolution
- Solid analytical skills and technical comprehension
- Outstanding written and verbal communication
- Exceptional interpersonal skills and customer care

📌 Quality Assurance Analyst (Bengaluru)
🏢 Leading
📍 Bengaluru