Quality Analyst

Job description

Roles & Responsibilities

  1. Design Audit forms in line with process guidelines across touchpoints
  2. Monitor calls/emails/chats as per audit forms & identify Fatal & Non-fatal errors
  3. Identifying historical trends through data analysis to identify agent training needs
  4. To conduct regular Feedback sessions for Agents.
  5. Publish daily, weekly & monthly Quality Reports.
  6. To conduct calibration sessions with operations and training team.
  7. Conduct quality improvement sessions for agents
  8. Define SOPs as per process updates/product developments & cascade to team
  9. Identify product changes basis transaction audits

Technical Skills

  1. Excellent knowledge of MS Word, PowerPoint & Advanced Excel
  2. SOP & Content design

Job requirements

Skill Set requirement

  1. Minimum 4-5 years’ experience with atleast 2 years’ experience as QA
  2. Excellent verbal, written and interpersonal communication skills
  3. Eye for details & strong analytics
  4. Must be self-motivator and self-starter
  5. Focus on quality and customer service
  6. Exceptional listening and analytical skills
  7. Ability to multitask and successfully operate in a fast paced, team environment