About the job
The Quality Analyst is responsible for maintaining call quality and ensuring sales are completed in accordance with process compliance.

Location/Hours
Bhayander West
Timing: 9 am - 8pm, any nine-hour shift with a rotational weekend off.

Job responsibilities/expectations

Monitoring and Evaluation:

- Listen to or review recorded customer interactions (calls, emails, chats).
- Score and assess the quality of these interactions based on predefined criteria (script adherence, tone, resolution effectiveness, compliance, etc.).
- Identify errors, gaps, or areas where agents can improve.

Feedback and Coaching:

- Provide constructive feedback to customer representatives or agents.
- Conduct one-on-one coaching sessions or group training to enhance agent skills.
- Work closely with team leaders and managers to communicate quality findings and improvement plans.

Reporting and Analysis:

- Prepare detailed quality reports and performance dashboards.
- Analyze trends, common issues, and root causes of customer dissatisfaction.
- Suggest process improvements or training needs based on data.





Compliance and Standards:

- Ensure that customer interactions comply with company policies, legal guidelines, and industry regulations.

Collaboration:

- Work with other departments like Training, Operations to improve overall customer experience.
- Participate in audits and assist in implementing corrective actions.

Skills:

- Strong communication and interpersonal skills.
- Good analytical and observation skills.
- Familiarity with quality monitoring tools and CRM software.
- Understanding of customer service processes and BPO industry standards.
- Ability to provide transparent, constructive feedback.
- Attention to detail and ability to work under deadlines.
- Experience with data reporting and performance metrics.

Activities to be conducted

- Timely manner, conduct calibration, internal & external
- Conduct Dip checks regularly
- Conduct Quality induction for NHT batches
- Preparing RCA

Minimum qualifications

- HSC or Graduate

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