Quality Analyst

We are currently looking for a full time Quality Analyst to join our Quality Team. As a Quality Analyst you will need to constantly monitor the calls/chats/emails and share feedback. You will be responsible for observing the persuasiveness of the agents. You will also help in developing programs to evaluate the performance of the agents and improve the overall performance of the team.

Roles and Responsibilities:

Monitor calls/chats/emails to assess performance and quality of the agents

Provide constructive feedback and coaching

Provide actionable insights to the Operations Team

Developing Evaluation Programs for agents

Keeping Record of feedback provided to agents

Analyzing training, calls scrubbing data will be part of your routine

Conduct regular joint discussions (Call Calibrations) on a weekly basis

Conduct Daily/Weekly huddles to share process updates with teams

Interact with Team Leads/Mentors to devise plans for better performance as an organization

Desired Candidate Profile:

Excellent Verbal and Written Communication

Team player with good interpersonal and solution-oriented attitude

Ability to think independently and make decisions

Eager to learn new things and implement innovative ideas

Persistent and Problem-solving abilities

Organizational and time-management skills

Proficiency in MS Office (MS Excel, PowerPoint, MS Word etc.) and Google suite (Sheets, Slides etc)

Ability to understand, interpret, and communicate with data

Mandatory Requirement:

Minimum of 2 years of overall experience in customer service/experience, including 1 year as Quality analyst or Quality management.

Minimum Qualification: Graduation in any Stream

Candidate work experience background should be from International BPO