Quality Analyst

• Audit Completion: Ensure timely and thorough completion of call audits.
• Internal Disqualification: Keep internal disqualification below 10% for the team assigned.
• Client Rejection: Thoroughly analyse the rejects and mitigate reasons for client rejections and ensure the feedback is passed on to relevant stakeholders.
• ATA Error: Ensure less than 1% ATA errors and ensure defect free audits.
• Feedback & Team Briefings: Conduct regular team briefings and provide constructive feedback to the associates.

Responsibilities

• Audit the leads scored by operations associates on a daily basis.
• Analyse the defects or disqualification and share feedback with operations associates.
• Analyse data and share weekly/monthly stats to the leadership in quality, Ops and MIS.
• Create SOPs in relevance to Quality control processes.
• Ensure 100% quality deliverables to the client.
• Participate in team meetings and provide insights to enhance quality.

Requirements

Skills:

• Problem Solving Skills.
• Adaptability to learn.
• Conflict management.
• Decision making ability.

At iResearch, we understand and profoundly empathize with our diverse workforce s unique perspectives and needs. We are committed to fostering an inclusive and supportive environment where everyone feels truly valued and empowered to be their authentic selves. Our goal is to create a workplace free from any barriers, particularly those faced by underrepresented groups, and empower all our employees to reach their full potential. We are passionate about promoting diversity, equity, and inclusion in everything we do.

Our benefits may vary depending on the employee s location but rest assured; we strive to offer the best perks and an inclusive environment to support your professional growth no matter where you are. From generous annual leave allowances and flexible working options to life and medical cover for you and your family, enhanced maternity and paternity packages, uncapped earning potential, hybrid working and opportunities to give back to the community through our Giving for Good Foundation. We are committed to making sure our employees are taken care of and feel valued.

Skills

Call Auditing, Call Monitoring, Quality Feedbacks

At iRS, while we are a global organization, we encourage local candidates to apply for any position within our organization, particularly at our large facility in Pune. Hiring individuals who reside near our company facility offers the benefits of their local insights and connection to the community to enhance our ability to provide exceptional products/services and foster meaningful relationships. We believe that hiring locally here contributes to a collaborative and efficient work environment, reinforces our commitment to sustainability, and strengthens our ties with the community we serve, giving back across the ecosystem in which we operate. We balance this with offering remote and hybrid working across our international jurisdictions to provide a fair and flexible working environment for all employees.

1-3 Years

Secure your seat

Please select form to show

Search Results See all results

Enter your business email

Book a meeting and talk to our Thought Leadership Experts

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.