Quality Analyst

Job Description – Quality Analyst (QA Engineer)

For more information, contact: Avinash – 8861885352

Role: Quality Analyst (QA Engineer)
Work Location: Electronic City Phase 1, Bangalore
Transportation: Two-way cab facility provided
Experience: 1–5 years
Salary: Based on the candidate’s last CTC
Preferred Candidates: Immediate joiners

Required Skills

• Excellent English communication skills
• Call auditing experience is mandatory
• Advanced MS Excel
• MS PowerPoint presentations
• Knowledge of Control Charts
• Knowledge of Lean tools within the DMAIC framework

Job Description

• Perform daily call and ticket monitoring of Level 1 agents’ transactions.
• Provide evaluation feedback to agents through written communication and one-on-one sessions, where feedback is not provided directly by the supervisor.
• Track, categorize, report, and analyze Customer Satisfaction (CSAT) survey results for the supported client account.
• Follow up daily on dissatisfied customer survey responses.
• Participate in internal and external calibration sessions.
• Serve as an evaluator on the User Acceptance Testing (UAT) panel for new agents, where applicable. Otherwise, conduct training evaluations for new hires during On-the-Job Training (OJT).
• Conduct quality induction sessions for newly hired employees.
• Participate in periodic performance review and action-planning sessions with GSD Delivery Operations.
• Manage complaints and compliments received from the client account’s points of contact.
• Analyze performance indicators and identify trends and findings from regular quality audits.
• Drive corrective and improvement actions through to closure.

Profile and Core Competencies

• Ability to meet goals and deadlines in a fast-paced work environment while working independently with minimal supervision.
• Ability to communicate positive feedback and areas for improvement clearly, objectively, and concisely while maintaining confidentiality.
• Excellent listening skills and a strong command of the English language. Knowledge of additional languages may be required.
• Ability to perform data trending and root cause analysis, and identify key performance indicators based on quality audit findings and customer satisfaction surveys.
• Strong attention to detail and the ability to multitask effectively.
• Proficiency in Microsoft Office applications, particularly MS Excel and MS PowerPoint.
• Excellent organizational and analytical skills.
• Flexibility to work in rotational shifts.

Job Types: Permanent, Full-time

Pay: ₹600,000.00 - ₹900,000.00 per year

Benefits:

• Health insurance
• Internet reimbursement
• Provident Fund

Application Question(s):

• Do you have experience in call monitoring, ticket monitoring, providing feedback to agents, conducting quality audits, tracking customer satisfaction surveys, performing root cause analysis, preparing quality reports, and driving corrective actions to closure?

Education:

• Bachelor's (Preferred)

Experience:

• Quality Analyst: 1 year (Preferred)

Work Location: Hybrid remote in Electronic City, Bengaluru, Karnataka