Quality Analyst

Job highlights

• The two objectives of this role are to drive effectively qualitative performance and superior customer experience of the Customer Connect Team. Job Duties:-

Key Responsibilities:-

• Quality Analysts are responsible to audit calls, monitor email transactions and accurately measure qualitative performance of a Champion.
• The measured performance need to be coached on for higher performance within agreed timelines.
• They play the role of a classroom facilitator, coach and supervisor.
• Quality Analysts need to demonstrate effective leadership skills through developing awareness and knowledge of Client values, customer service skills, computer skills, product, policies and procedures.
• The two objectives of this role are to drive effectively qualitative performance and superior customer experience of the Customer Connect Team.

Job Duties:-

• Transaction Monitoring (Phone / Email/Chat) Giving feedback Prepare MIS/reports Performing training need analysis.
• Process improvement.
• Leading and participating in calibration sessions. Improving performance through interventions.