Quality Analyst

About the job
The Quality Analyst is responsible for maintaining call quality and ensuring sales are completed in accordance with process compliance.

Location/Hours
Bhayander West
Timing: 9 am - 8pm, any nine-hour shift with a rotational weekend off.

Job responsibilities/expectations

Monitoring and Evaluation:

• Listen to or review recorded customer interactions (calls, emails, chats).
• Score and assess the quality of these interactions based on predefined criteria (script adherence, tone, resolution effectiveness, compliance, etc.).
• Identify errors, gaps, or areas where agents can improve.

Feedback and Coaching:

• Provide constructive feedback to customer representatives or agents.
• Conduct one-on-one coaching sessions or group training to enhance agent skills.
• Work closely with team leaders and managers to communicate quality findings and improvement plans.

Reporting and Analysis:

• Prepare detailed quality reports and performance dashboards.
• Analyze trends, common issues, and root causes of customer dissatisfaction.
• Suggest process improvements or training needs based on data.

Compliance and Standards:

• Ensure that customer interactions comply with company policies, legal guidelines, and industry regulations.

Collaboration:

• Work with other departments like Training, Operations to improve overall customer experience.
• Participate in audits and assist in implementing corrective actions.

Skills:

• Strong communication and interpersonal skills.
• Good analytical and observation skills.
• Familiarity with quality monitoring tools and CRM software.
• Understanding of customer service processes and BPO industry standards.
• Ability to provide clear, constructive feedback.
• Attention to detail and ability to work under deadlines.
• Experience with data reporting and performance metrics.

Activities to be conducted

• Timely manner, conduct calibration, internal & external
• Conduct Dip checks regularly
• Conduct Quality induction for NHT batches
• Preparing RCA

Minimum qualifications

• HSC or Graduate