Quality Analyst

Roles and responsibilities:

• Monitor the calls of each advisor and provide immediate feedback to them in case of critical errors and non-critical errors
• Determine whether the agents maintain a pre-determined and acceptable level of contact handling through monitoring and test contact evaluation.
• Report contacts handling performance and statistics through monitoring and test contact evaluation. Also share daily, weekly, and monthly reports submitted to the Quality Assurance Supervisor.
• Will be responsibility to meet Quality related service level monthly
• Randomly monitor calls to ensure Client/TP standards are maintained.
• Need to manage BAU, Business intelligence audit and other compliance audits as per business requirement
• Provide regular feedback to team Members regarding the performance of the team and any issue that needs escalation.
• To work together as a team and achieve the targets set by clients
• Need to be flexible and motivate the team at regular intervals

INFORMATION SECURITY:

• Understand and Comply with Information Security Policies and Procedures and report all security incidents.

Key Skill Set:

• Good analytical skills
• Ability to do multi-task
• Ability to work well in and promote a team environment
• People Management skills
• Good communication skills are required

Critical Competencies:

• Customer Service
• Good analytical skills
• Must be very good with data representation
• Must be very good with MS Excel
• Time Management
• Ability to multi-task