Quality Analyst (Voice)

KEY RESPONSIBILITIES:

• Analysis/audits inbound/outbound calls, emails, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the CS support /Sales teams

Provides structured and timely recommendations; verbal and/or written feedback to the advisors.

• Conduct Calibration sessions in sync with the Delivery and QA team

Develop, Recommend and monitor corrective and preventive actions

• Identify training requirements and coaching

Prepare Daily/Weekly reports

• Develops and conducts briefings for the targeted group of advisors that address Service Quality deficiencies and/or improvement opportunities.

Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all CS /Sales Support teams and sites

• PERSONAL COMPETENCIES:

A keen eye for Process enhancement, with knowledge and prior experience of call audits (Process Quality & Comm) (International BPO Process US/UK). Candidates with Sales/Lead generation backgrounds preferred.

• The ability to identify gaps and provide inputs to improve performance.

A keen eye for detail coupled with analytical and problem-solving abilities.

• A strong will to contribute, make positive and result-oriented changes.

Good verbal and written communication skills.

• Knowledge of quality audit tools.

Basic level knowledge of excels reporting.

Job Types: Full-time, Permanent, Fresher

Benefits:

• Paid sick time

Provident Fund
Schedule:

• Evening shift

Fixed shift

• Monday to Friday

Night shift

• US shift

* Weekend availability

Language:

• English (Required)

Work Location: In person