Quality Analyst

Key Responsibilities:

1. Call Monitoring and Evaluation

• Monitor, evaluate, and score outbound/inbound calls against established quality check instruments and standards.
• Review, evaluate, and score open and closed schedule calls to ensure compliance with quality standards.

1. Participation in Calibration and Communication Sessions

• Actively participate in calibration sessions, employee communication sessions, and assist in the creation of communication tools as needed.

1. Support Business Goals and Quality Standards

• Communicate and support the business goals, quality standards, processes, procedures, and policies effectively.

1. Adherence to Quality Assurance Standards

• Ensure call center agents adhere to predetermined quality assurance standards and the organization's standard operating procedures.

1. Feedback and Reporting

• Monitor calls to provide constructive feedback regarding telephone etiquette, product information, and procedural adherence.
• Generate accurate and timely reports on a daily, monthly, and year-to-date basis, covering call quality, productivity, availability, and other key metrics as required.

Key Competencies

• Quick Learning
• Ability to quickly understand the company's operations and adapt to new concepts and processes.
• Analytical Skills
• Proficient in analyzing call center data to generate valuable insights and predict customer trends.
• Attention to Detail
• Detail-oriented with the ability to track key quality assurance metrics for improvement strategies.
• Critical Thinking
• Capable of thinking critically and developing creative solutions to address problems.
• Organizational Skills
• Strong ability to organize and prioritize work effectively to meet deadlines.

Qualifications

• Excellent problem-solving and issue resolution skills.
• Solid analytical skills and technical comprehension.
• Outstanding written and verbal communication abilities.
• Exceptional interpersonal skills and customer care expertise.
• Keeping attention to detail and thoroughness in all tasks.
• Effective listening skills are essential.
• Ability to make recommendations for process and policy improvements based on report findings.

Job Location: Ahmedabad & Gandhinagar