Junior Quality Analyst

Roles Responsibilities:

• Audit, analyse, report, and recommend improvements to ensure quality assurance standards are achieved.
• Implement and monitor preventive and corrective actions.
• Monitor and analyse customer support trends and perfirmance metrics.
• Track and record KPIs across various departments.
• Develop and maintain agent performance measurement criteria (QA scorecards).
• Assess agent performance regularly and provide constructive feedback.
• Ensure adherence to quality standards and internal processes.
• Compile and analyse statistical data, including KPIs and performance reports.
• Identify process improvement opB)rtunities and implement internal quality strategies.
• Draft and execute quality assurance policies and procedures.
• Provide coaching and guidance to agents for performance improvement.
• Demonstrate strong empathy and ermtional intelligence while handling evaluations.

Skills Qualifications Required:

• Quality Control Certification (added advantage) Strong attention to detail
• Excellent verbal and written communication skills
• Strong data analysis and statistical aptitude
• Good interpersonal and coaching skills
• Experience in call auditing and call rmnitoring Proficiency in MS Offce
• Good presentation skills
• Goal-oriented with alignment to company mission and vision
• Marathi, Hindi- Mandatory