Quality Analyst

Job Title: Quality Analyst - (Call Audit)

Location: Gurgaon

Responsibilities:

? High performance delivery on all quality parameters.

? Audit calls, chats/email interactions on Product/process, Communication and soft skills parameters.

? Conduct audits and feedback for the targeted population with the objective of improving scores for training throughput or conversion.

? Data analysis and making designated reports/decks

? Participate in calibrations to ensure consistent scoring & feedback delivery approach.

? Communicate to heighten awareness and focus on importance of positive customer experience

? Make recommendations and drive process improvement.

? Reduce learning curve and help enhance product/process knowledge of new joinees.

? Ensure that internal policies, procedures, and compliance regulations are being followed

? Customer/Client Interactions by using process knowledge and highlighting key areas to work on

? Prepare TNA, publish and execute for 100% closure

? Real Time Support (Production/Live Support) on the floor as per the business requirement.

Desired Candidate Profile

Prior exp in handling Quality for Outbound Sales account

Must understand Audit & Coaching process

Excellent writing and comprehension skills

Extremely good verbal & written communications skills

Technical knowledge of English communication - sentence construction, grammar, punctuation etc.

Effective Presentation, Feedback & Coaching skills

Hands-on experience on MS Office; preferably on MS Excel and Power Point

Customer orientation and Customer Service Attitude

Effective problem-solving skills and Highly energetic & enthusiastic

Interpersonal skills and Teamwork

Ability to handle/analyze data to generate Quantitative and Qualitative analysis