Quality Analyst

Roles & responsibilities:

• To manage transaction quality profile
• To conduct audits as per defined guideline and sampling for transaction monitoring
• To ensure 100% closure of feedback
• To create and publish regular audit reports with management and clients (daily, weekly, monthly)
• To identify gaps and conduct feedback and refresher sessions with agents to improve sales and quality of calls
• To drive process improvement initiatives
• To drive calibration sessions with internal or external customers
• To conduct training for group of agents, when needed
• To conduct quality induction for new hire batch

Required Skills:

• Good communication skills
• Should have experience managing Quality in BPO/ Contact Center
• Preferred to have six sigma knowledge and understanding of basic QC tools
• Must have good analytical skills to conduct various analysis and RCA on a weekly/monthly basis
• Should be well versed with MS Office (Word, Excel, PowerPoint and Outlook)

Job Types: Full-time, Permanent

Pay: ₹450,000.00 - ₹480,000.00 per year

Benefits:

• Health insurance
• Provident Fund

Work Location: In person