Quality Analyst

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Quality Auditor

Job description:

The quality auditor is responsible for evaluating and improving the quality and effectiveness of the processes within the organization. This role involves conducting audits, identifying defects, analysing performance metrics, providing actionable feedback, and collaborating with cross-functional teams to resolve issues and customer interactions.

Eligibility criteria:

• Minimum of 2 years of experience as a quality auditor in sales and support

Key Abilities:

• Evaluate customer interactions, identify areas for improvement, and provide actionable feedback to enhance agent effectiveness
• Experience in analyzing trends, conducting root cause analysis, and collaborating with cross-functional teams to drive continuous quality improvements
• Thorough knowledge of industry-standard tools & good communication skills
• Organized, self-motivated, and proactive, with the ability to prioritize tasks
• Flexible approach and ability to adapt to changing business needs and processes
• Excellent analytical skills, organization, critical thinking, and problem-solving skills
• Proficiency with computers, especially MS Office (Specifically Excel), Power BI, and other analytics software
• Ability to recognize patterns and trends in large data sets and use numerical information to develop business strategies
• Excellent presentation, research, and verbal and written communication
• Ability to summarize and explain complex information to others

Responsibilities:

• Assess and monitor both inbound and outbound sales calls, focusing on adherence to company scripts, customer engagement strategies, and sales processes.
• Evaluate various customer support interactions, including calls, emails, live chats, and other communication methods, to confirm compliance with company policies, procedures, and quality standards.
• Identify opportunities for improvement in customer interactions by evaluating key performance metrics such as professionalism, tone, problem-solving effectiveness, empathy, and product knowledge.
• Ensure all interactions meet service quality standards, enhance customer satisfaction, and comply with established quality guidelines while driving efficiencies and maximizing customer value.
• Provide management with actionable insights on areas needing improvement that directly impact both customer experience and sales results.
• Work collaboratively with cross-functional teams to implement corrective actions and preventative strategies to improve the overall customer experience and boost sales growth.
• Track key performance indicators (KPIs) related to sales quality and customer satisfaction over time, providing leadership with insights and identifying areas for improvement.
• Perform trend analysis on reviews to uncover gaps in customer support processes, sales techniques, and areas for improvement in customer satisfaction, process compliance, and upselling opportunities
• Take initiative by suggesting strategies and changes that help meet business objectives and drive performance
• Work with the enablement team and use root cause analysis to suggest required training
• Demonstrate necessary soft skills in all communication formats/channels and be cognizant & respectful of regional and global interaction nuances
• Maintain reports and data to provide valuable insights into business performance and individual representative effectiveness
• Demonstration of measurable streamlining initiatives by using quality methodologies and a thorough understanding of Global Quality Guidelines
• Positioning the right questions to encourage solution-driven thinking and have an empathetic approach to the learner's abilities and feelings

Desired Skills and Competencies:

• Attention to detail
• Strong communication skills
• Analytical & critical thinking
• Accountability
• Transparency and integrity
• Emotional Intelligence
• Focused