Job Role:

The primary task of the Quality Analyst is call monitoring and providing actionable insight.

To gather information to help improve agent performance in the call center.

QA have an evaluation form that will be used to capture the information.

Implement scripts, record actual results and identify defects.

Suggest creative and active solutions for problem.

Assist in identifying reporting of defects and propose resolution.

Identify training needs and take action to improve performance.

Prepare, review and present input to quality analysis test cases.

Identify and bridge gaps, Asses agent performance.

Key Responsibilities:

Ensure call audit targets are met successfully covering the entire team (allocated).

Identify the bottom quartile, work with them and show improvement.





Calibrate with local Operations team to discuss the observations and track the improvement.

Creating an inspiring team workplace with an open communication culture.

Organize regular, Refresher / Q&A; and Call listening session.

Monitor team’s quality performance and report on metrics.

Discover training needs and provide coaching.

Capture Customer Voice and propose solution over better call handling.

Identify process gaps, if any and highlight to operations team.

Publish Quality score agent wise/team wise/center wise on a regular basis.

Give process overview to the new team members.

Monthly assessments to check the knowledge level of the team.

📌 Quality Analyst - Cross Sell (Noida)
🏢 HDB Financial Services
📍 Noida