Quality Analyst

Job Description: -

1. Conduct Call Audits and identify potential quality issues per defined process.

2. Developing and implementing strategies to improve overall consumer experience.

3. Provide Feedback and share the observations with the gaps and corrective measures.

4. Ensuring key issues are escalated on time.

5. Assessing alignment of output with functional and instructional specifications and requirements.

6. Preparing feedback and action reports.

7. Assess the performance gap and prepare the action plan for performance improvement, ensure to revoke the Counsellors under CAP/PIP

8. Continuously work to increase the LCR of the overall organization