Quality Analyst

About Client

Shift :- Morning Shift/5 days a week/Work from office (However, if client ask then have to work in Night Shift as well)

Location :- Gurgaon

Lists the competencies required to perform this role effectively:

• Functional Competencies/ Skill
• Domain/Industry Knowledge Awareness and knowledge of broad economic, demographic, technological and global trends in the ITES/BPO industry   Foundation
• Process Knowledge Process understanding with a clear understanding of process quality parameters as per the skill up training/certification provided by the client   Competent

Communication Skills:

1. International voice experience & good English communication to interact with North America team.
2. Resource will have to listen to calls from North America & comprehend to respond/provide feedback

1. Conduct process quality audits as per plan
2. Conduct various process audits (1 audit/ agent/ week) as per procedure and guidelines
3. For agents identified in the bottom quartile of performance, conduct 3 audits/ agent/ week
4. Prepare findings from the report and share it with the client and the account leadership on daily/ weekly/ monthly, as required
5. Conduct weekly analysis to identify the error trends and for top2 errors, conduct root cause analysis (RCA)
6. Conduct calibration communication to communicate any changes from the client and conduct refresher trainings to bridge any skill gap due to these changes.