Quality Analyst

Job Description : Quality Analyst

RESPONSIBLE FOR IMPROVING THE QUALITY THROUGH VARIOUS PROCESS CORRECTIONS AND MEETING THE GOALS AS REQUIRED BY THE TEAM THROUGH CALL MONITORING AND PROVIDING ACTIONABLE INSIGHT

MEASURE THE COMPLIANCE AGAINST ESTABLISHED OR DESIGNED EXPECTATIONS OF TELECALLER BEHAVIOUR

ROLES AND RESPONSIBILITIES:-

• IMPLEMENT AND MONITOR CALL RECORDINGS AND PERFORMANCE TO ACCESS FUNCTIONALITY, RELIABILITY AND QUALITY OF THE SALES PROCESS
• SHOULD BE ABLE TO LEAD AND MANAGE NEW IMPLEMENTATION IN QUALITY PROCESS To IMPROVE METRICS CONSISTENTLY
• CONDUCT CALIBRATION SESSIONS WITH THE TELECALLERS AND TEAM LEADERS TO ENSURE SCORING IS APPROPRIATE
• AUDIT THE REQUIRED NUMBER OF CALLS FOR THE DAY AND ENSURE THAT THE TELECALLERS ARE CATEGORIZED UNDER X Y AND Z RESPECTIVELY
• INDUCTION TO BE CONDUCTED ON QUALITY PARAMETERS FOR NEW JOINERS IN NEW INDUCTION BATCH
• REFRESHERS TO BE CONDUCTED BASIS THE QUALITY AUDIT REPORT AND METRICS TO BE IMPROVED
• CREATIVE AND THOUGHTFUL ACTIVITIES TO BE CONDUCTED TO IMPROVE THE QUALITY SCORE OF THE FLOOR

SKILL REQUIRED:-

• STRONG DATA ANALYTICAL THINKING AND PROBLEM SOLVING SKILLS
• STRONG STAKEHOLDER MANAGEMENT TO WORK ACROSS VERTICALS IF NEEDED
• MINIMUM OF 1 YEAR EXPERIENCE IN CALL CENTRE QA PROCESS
• TELECALLING EXPERIENCE OF 3 YEARS WOULD BE REQUIRED (ON PAPERS)
• PROFICIENCY IN MS EXCEL, WORD
• PREPARE BASIC QUALITY REPORTS PREPARATION (DAILY QUALITY DASHBOARD, CALL CALIBRATION, AGENT EVALUATION REPORT)