Quality Analyst

Desired Candidate Profile

• Should have strong oral & written communication in English language
• Ability to monitor calls and provide feedback with coaching advice
• Ability to provide clear guidance and direction to the associates for performance improvement. 
• Should be aware of quality and agent behavioral parameters
• Ready to work in 24*7 shifts
• Strong team player, capability to influence the team, manage changes
• Should be target oriented

Additional requirements

• Good knowledge of MS Office/MS Excel

Responsibilities

• Auditing for work order accuracy and data integrity
• Call monitoring
• Call coaching feedback for agent improvement
• Call calibrations and evaluations

Work Experience

• Preferred to have worked in outbound Sales/ Survey Process and Customer Care
• Worked in processes like Dish TV, AT&T, Spectrum and Comcast (preferred)