The role of a Quality Analyst is multifaceted, involving monitoring, evaluating, coaching, and continuous improvement to ensure that the organization delivers high-quality service and meets its performance objectives.
Roles and Responsibilities:
Evaluate outbound calls for adherence to quality standards and compliance regulations.
Provide feedback and coaching to agents to enhance performance and customer interactions.
Conduct regular audits and assessments to ensure consistency and accuracy in call handling.
Analyze data and trends to identify areas for improvement and develop strategies to enhance overall performance.
Collaborate with management to implement quality improvement initiatives and best practices.
Maintain documentation of quality assurance processes and results.
Assist in the development and delivery of training programs for agents.
Handle escalated customer issues related to quality concerns.
Stay updated on industry trends and best practices in quality assurance.
Working Days:
Monday- Friday (Sat - Sun fixed off)
Candidate should be flexible to shift timing.
Package::
Competitive salary based on experience and qualifications.
Health insurance coverage.
Paid time off and holidays.
Opportunities for career growth and advancement within the company.
Requirements :
Bachelor's degree or equivalent work experience.
Previous experience in a quality assurance role, preferably in a call center environment.
Strong understanding of quality assurance processes and methodologies.
Excellent attention to detail and analytical skills.
Effective communication and interpersonal skills.
Ability to work independently and collaboratively in a team environment.
Proficiency in using quality monitoring tools and software.
Flexibility to work in shifts as required.
Knowledge of outbound call center operations and regulations.
Qualifications:
Bachelor's degree in any field.
Minimum of 2 years of experience in quality assurance or a related field.
Certification in quality management or related areas is a plus.
Familiarity with CRM systems and call center technology.
Strong problem-solving skills and the ability to handle challenging situations professionally.
Commitment to delivering high-quality service and meeting performance targets.
Ability to adapt to a fast-paced and dynamic work environment.
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