Quality Analyst

Roles and Responsibilities

• Conduct call audits to ensure quality standards are met.
  
• Perform call calibrations with team members to improve performance.
  
• Identify areas for improvement through quality analysis and provide feedback to agents.
  
• Develop and implement training needs based on coaching sessions with agents.
  
• Utilize tools such as CSAT, 7QC Tools, RCA, TNA, OJT, QC Tools, BQM to monitor call quality.
  

Desired Candidate Profile

• 2-7 years of experience in a similar role (Quality Analyst).
  
• Strong understanding of call monitoring, call quality assurance, and customer satisfaction principles.
  
• Proficiency in using various quality tools such as Pareto Analysis and Root Cause Analysis.
  
• Contact HR: Yamanur K - [phone removed]
• [email removed]