Quality Analyst

Role & responsibilities

Call Audits: Conduct audits on calls to ensure quality and compliance.

Gap Identification: Identify communication and process gaps, providing actionable feedback. Quality Frameworks: Develop and implement monitoring systems to enhance engagement. Vendor & Team Management: Oversee vendor interactions and collaborate with teams to optimize quality assurance processes.

TnQ Collaboration: Work with the TnQ team to refine customer interaction strategies.

Training & Development: Support in designing and improving training programs for support teams, ensuring continuous upskilling.

Performance Tracking: Maintain audit reports, analyze trends, and track key metrics.

Policy & Compliance Adherence: Ensure all audits align with company policies, industry standards, and regulatory requirements.

On-Site Vendor Audits: Be open to monthly vendor visits to assess performance, ensure compliance, and foster quality-driven partnerships.

Preferred candidate profile

Language Proficiency: Must be fluent in Hindi and English

Experience: Minimum 2 years in Quality Analysis, Customer Service, or Call Auditing, preferably in e commerce.

Analytical Skills: Ability to identify trends, assess service quality, and provide insights

Tech Proficiency: Experience with quality monitoring tools and CRM software Communication: Strong verbal and written skills to convey audit findings effectively. Adaptability: Comfortable working in a fast-paced, dynamic environment with minimal supervision.

Collaboration: Strong interpersonal skills to work across teams and drive quality improvements.