Call Centre Quality Analyst - Bangalore (Hebbal) - US Shifts

Job Title: Quality Analyst Inside Sales/Customer Success

Work location: Bengaluru (Hebbal) - US Shifts

Job Overview: The Quality Analyst is primarily responsible for evaluating calls, coaching, and feedback. They need to ensure they act as a link between training and operations to enhance the overall customer experience through process improvements

Primary Responsibilities:

Focus on evaluating calls for the Operations with a set target of sampling per month

Act as a support mechanism for coaching and feedback

Build on Process improvements through continuous and continual improvements by various activities to own like calibrations, briefings, and process implementations from different analyses completed in periodic times

Ensure the onshore as well as shore stakeholders and well informed through weekly reporting and MQR or WQR

Keeping track of market trends and different qualitative tools which could help with more competitive delivery and a better understanding

Master the quality form to ensure that the replicability and understanding can be cascaded to the Operations and other departments

Liaising with onshore on regular intervals to ensure we are one unit and working towards a common goal

The Quality Analyst also is responsible for SLA tracking and time to time assessing any risks which may affect the business.

Attend Management Meetings upon request

Requirement:

Minimum 2 - 4 years of Quality experience in Sales or Customer service

Preferred Yellow/ Green belt trained or certified

Has imparted training or taken quality sessions for the team in the past knowledge about Team Briefings

Analytical with strong attention to detail and the ability to master process training in a short time Understanding of quality tools, quartile management, and sampling along with good MS Office knowledge and data understanding

5 Why Analysis Desirable Knowledge

Knowledge about RCA analysis

Strong written and spoken communication skills with a flair to impart feedback in a constructive manner

Ambitious, eager to learn, and very methodological

Willing to handle strict deadlines and should be able to work under pressure

Participate in process brainstorming sessions and evaluate methodologies for best implementation

Prepare quality assurance documentation: test papers, test strategies, test cases

Language fluency in English in written, verbal, and telephony