Quality Analyst - Call audit

Job Description:

• Audit, analyze, report, recommend, implement, and monitor preventive and corrective actions to ensure quality assurance standards are met.
• Monitor and analyze customer support trends.
• Understand various departmental processes and track and record their KPIs.
• Create criteria for agent performance measurement (QA scorecard).
• Assess agent performance over time.
• Compile and analyze statistical data, including KPIs.
• Identify strategies to improve internal processes.
• Draft and implement quality assurance policies and procedures.
• Provide coaching and feedback to improve performance.
• Demonstrate strong verbal communication skills.
• Exhibit empathy and emotional intelligence.
• Stay goal-oriented and aligned with the company’s mission and vision.

Skills Required:

• Quality control certification (added advantage).
• Excellent attention to detail.
• Strong verbal and written communication skills.
• Data analysis and statistical aptitude.
• Good interpersonal skills.
• Experience in call auditing and call monitoring.
• Proficient in MS Office.
• Good presentation skills.

Job Type: Full-time

Benefits:

• Provident Fund

Language:

• Malayalam (Preferred)
• Hindi (Preferred)
• Gujarati (Preferred)
• Assamese (Preferred)

Work Location: In person