Quality Analyst

Designation: Quality Analyst

Department: IHA (In-Home Health Assessment)

Location: Pinnacle Business Park, Prahalad Nagar, Ahmedabad

Shift Timing: US Shift (8:00 PM IST - 5:30 AM IST)

Experience: 2+ Years

Job Description:

We are seeking a highly motivated and detail-oriented Call Center QA to join our team. The ideal candidate will possess strong problem-solving abilities, analytical skills, technical comprehension, and exceptional communication skills. This role requires keen attention to detail and the capacity to analyze call center data to derive insights that predict customer trends.

Key Responsibilities:

1. Call Monitoring and Evaluation

• Monitor, evaluate, and score outbound/inbound calls against established quality check instruments and standards.
• Review, evaluate, and score open and closed schedule calls to ensure compliance with quality standards.

2. Participation in Calibration and Communication Sessions

• Actively participate in calibration sessions, employee communication sessions, and assist in the creation of communication tools as needed.

3. Support Business Goals and Quality Standards

• Communicate and support the business goals, quality standards, processes, procedures, and policies effectively.

4. Adherence to Quality Assurance Standards

• Ensure call center agents adhere to predetermined quality assurance standards and the organizations standard operating procedures.

5.Feedback and Reporting

• Monitor calls to provide constructive feedback regarding telephone etiquette, product information, and procedural adherence.
• Generate accurate and timely reports on a daily, monthly, and year-to-date basis, covering call quality, productivity, availability, and other key metrics as required.

Key Competencies:

1. Quick Learning

• Ability to quickly understand the companys operations and adapt to new concepts and processes.

2. Analytical Skills

• Proficient in analyzing call center data to generate valuable insights and predict customer trends.

3. Attention to Detail

• Detail-oriented with the ability to track key quality assurance metrics for improvement strategies.

4. Critical Thinking

• Capable of thinking critically and developing creative solutions to address problems.

5. Organizational Skills

• Strong ability to organize and prioritize work effectively to meet deadlines.

Qualifications:

• Excellent problem-solving and issue resolution skills.
• Solid analytical skills and technical comprehension.
• Outstanding written and verbal communication abilities.
• Exceptional interpersonal skills and customer care expertise.
• Keeping attention to detail and thoroughness in all tasks.
• Effective listening skills are essential.
• Ability to make recommendations for process and policy improvements based on report findings.