Quality Analyst

Role: Junior Quality Analyst
Eligibility: Graduates (Any Discipline)
Experience: 0-1 year or Fresher
Time: 9.00 am to 6.00 pm
Location: No.115, Nibav Towers, 1st Street, Kazura Garden, Neelankarai, Chennai 600041

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 performance 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 opportunities 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 emotional 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 monitoring
Proficiency in MS Office
Good presentation skills
Goal-oriented with alignment to company mission and vision
Marathi, Hindi- Mandatory