Quality Analyst

Position : Quality analyst

Location : Koramangala, Bangalore

CTC : up to 5.2 LPA

· Complete quality monitor evaluation audit assessments as per target.

· Deliver feedback to all agents with the objective of improving performance

· Drive high standards of service quality and be the SME on the best practices around quality control for the CRE, Inhouse and contact centre teams.

· Analyse interactions and initiate, develop, and recommend improvements to systems, processes, and procedures that increase productivity and reduce cost.

· Perform root cause analysis to drill down into performance trends.

· Identify Continual Improvement and Corrective Action Preventive Action opportunities.

· Report out all learnings from audits

· Attend calibration sessions.

Here’s what we are looking for:

· At least 24 months experience as a Quality Analyst with an ability to leverage her/his experience to identify training needs for the improvement of the Customer Service Team.

· Excellent written and spoken skills in English are non-negotiable. Great fluency in Hindi.

· Presence of mind, at all times. Ability to translate audits into inputs

· Good interpersonal skills. Constructive feedback skills

· Eye for details- Excellent probing and problem-solving skills

· Self-motivated and ability to multitask

· Proficient in customer interactions

· Has a very clear understanding of customer experience impacting variables in an interaction and has the ability to communicate the same with clarity.

Job Type: Full-time

Pay: ₹380,000.00 - ₹520,000.00 per year

Benefits:

• Provident Fund

Work Location: In person