Walk-In drive For Quality Analyst- International Chat process- Pune

Overall Experience

2-6 Years in the role of QA

Key Roles and Responsibilities:

Conduct quality audits of customer interactions (Chat) as per agreed sampling requirements.

Ensure accurate and timely completion of assigned audit volumes.

Ability to review chat interactions against the quality scorecard

Ability to evaluate tone, empathy, and professionalism

Provide real-time and retrospective coaching & feedback to improve performance.

Participate in internal and client calibration sessions to maintain scoring consistency.

Conduct RCA for repeat defects, critical errors, and performance trends.

Analyze audit results and quality trends.

Prepare daily, weekly, and monthly quality reports and dashboards.

Identify challenge areas and suggest methods to improve quality, at the individual and program levels

Monitor compliance with regulatory, client, and organizational requirements

Identify focus group, suggest training & / or Ops teams facilitating re-training and closely monitor their post training performance.

Good-to-Have Hiring Skills

Excellent analytical, problem solving, and decision-making skills.

Ability to work under pressure and meet tight deadlines.

Good communication skills, both written and verbal

High attention to detail and strong organizational skills.

High Integrity, confidentiality and compliance mindset.

Location- Pune

US shift ( night shift)

Work from office only

1 way cab facility