Junior Quality Analyst

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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

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.