Job Description
Industry type:- Financial Services
Role:- Quality Analyst
Experience:- 3 to 6 years
Shift - 7.00 am to 4.30pm
Location:- Gurgaon, sector - 48
Experience:
Sales Quality Analyst: 2 years (Required)
Must have key skills:-
International - Voice Process
Other key skills:-
Quality Monitoring, Quality Analyst, Process Improvement, Training and Development, Quality Assurance
Job description:-
What you'll do
Quality Analyst, International Voice Process, Voice, Six Sigma Certification, Call Monitoring, etc
Responsibilities: Quality Monitoring
Monitor and evaluate customer interactions (phone calls) to assess the quality of service provided.
Review and analyze recorded calls to assess adherence to quality standards, policies, and procedures.
Evaluate customer service representatives performance based on predefined quality metrics and criteria.
Provide timely and constructive feedback to representatives regarding their performance, focusing on areas of improvement.
Quality Assurance:
Develop and implement quality assurance processes, guidelines, and procedures.
Conduct audits and assessments to ensure compliance with quality standards and regulatory requirements.
Identify gaps in knowledge, skills, or processes and recommend training or process improvements to address them.
Collaborate with the training team to provide input on training needs and support ongoing training initiatives.
Reporting and Analysis:
Prepare and present regular reports on quality performance, highlighting trends, issues, and improvement opportunities.
Analyze data and trends to identify root causes of quality issues and recommend corrective actions.
Monitor key performance indicators (KPIs) related to quality, such as customer satisfaction scores, call handling time, and first call resolution rate.
Process Improvement:
Participate in process improvement initiatives to enhance the overall customer experience.
Collaborate with the operations team to identify process gaps, bottlenecks, and areas for improvement.
Propose and implement process enhancements or modifications to improve quality and efficiency.
Conduct calibration sessions with stakeholders to ensure consistency in quality assessment and evaluation.
Training and Development:
Assist in the development and delivery of quality-related training programs for customer service representatives.
Conduct coaching sessions and provide one-on-one feedback to representatives to enhance their performance and adherence to quality standards.
Stay updated on industry best practices, emerging trends, and technologies related to customer service and quality assurance .
