US Process Quality Analyst (Night Shift)

Role Description:

This is a full-time on-site role for a Quality Analyst and it will be a Night Shift located in Navi Mumbai. The QA will be responsible for overseeing quality control, conducting analytical assessments, performing quality auditing and management, and ensuring quality assurance. The QA will also be responsible for mentoring and training the team members.

Responsibilities

Responsible for conducting audits & super audits for the team. Provide timely feedback to the assigned production Telesales team to ensure issues, if any, are quickly fixed Conducting frequent training/coaching sessions with Telesales Agents and production team members Lead call listening sessions with cross function teams to ensure quality standards are maintained Conduct training sessions on quality assurance and compliance needs with the new Training or OJT batches Publish daily and weekly reports to keep the Quality Assurance and Production team updated of team performance Conduct daily or weekly team sessions to highlight and discuss observations from the call audits or training sessions Document feedback and coaching sessions with proper sign-offs and records management

Eligibility

Proven work experience as a Quality Coach/Analyst in an International Call Center for a minimum of 1 year Work experience in a US sales/collections process will be preferred Analytical thinking and problem-solving abilities Strong understanding of Quality Assurance principles Excellent leadership and mentoring abilities Strong written and verbal communication skills Knowledge of quality monitoring tools and systems, call scoring forms, etc.

Knowledge of MS Office suite with proficiency in MS Excel preferred Ability to multitask and remain calm under pressure, especially during peak hours Strong coaching and team management skills, ability to motivate team members Ability to exhibit a very polite, courteous and professional approach at all times Bachelor's degree in a relevant field

Weekly Offs: Saturday & Sunday

Compensation: CTC: Upto

• 50 lacs per annum
  
  Incentives: Subject to performance
  
  Transport Allowance: Provided
  
  Job Types: Full-time, Permanent
  
  Benefits:
• Health insurance

Paid sick time

• Paid time off

Provident Fund
Schedule:

• Evening shift

Fixed shift

• Monday to Friday

Night shift

• US shift

Weekend availability
Supplemental Pay:

• Commission pay

Joining bonus

• Overtime pay

Performance bonus

• Quarterly bonus

Shift allowance

• Yearly bonus

Ability to commute/relocate:

• Ghansoli, Navi Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required)

Education:

• Higher Secondary(12th Pass) (Required)

Experience:

• Quality management: 1 year (Required)

Shift availability:

• Night Shift (Required)

Work Location: In person

• Speak with the employer*

+91 8828069275