Quality Analyst || Chat Experience Required

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Position: Quality Analyst

Location: Gurgaon

What you would be doing?

• Quality Goal Execution: Transform quality objectives into actionable daily tasks for teams, ensuring consistent performance without errors.
• SLA Management: Lead initiatives to meet contractual SLAs related to quality audit targets.
• Risk Identification & Feedback: Identify risks in operations and provide feedback and actionable recommendations based on audited interactions within specified timelines.
• Team Briefings: Conduct team briefings on performance, qualitative insights, process updates, and top errors identified through monitoring and Q&A sessions.
• Calibration & Quality Sessions: Lead calibration sessions and transaction checks with cross-functional teams to ensure consistent quality standards are maintained.
• Data Analysis: Produce and monitor variance and flux analysis to identify improvement opportunities in the process.
• Regular Performance Checks: Perform regular checks to highlight and address any abnormalities, ensuring these are communicated to relevant internal teams.
• Coaching & Mentoring: Coach agents and review performance based on key metrics like FCR, C-SAT, and AHT. Provide ongoing feedback for continuous improvement.
• Visual Management: Track team-wise daily and MTD (Month-to-Date) scores on Quality, CSAT, and CCR to identify process or technology gaps and suggest recommendations for improvement.
• Collaboration: Partner with training and supervisory teams to update training materials and address focus areas aimed at continuous quality improvement.
• Mentorship: Mentor and train junior team members, fostering skill development within the team.
• Client Liaison: Collaborate with clients to propose and implement quality improvement initiatives.

Knowledge & Skills:

• Language Proficiency: Fluent in English with strong verbal and written communication skills.
• Interpersonal Skills: Ability to effectively engage and relate with a multicultural and diverse team.
• Coaching & Feedback: Strong skills in coaching, providing constructive feedback, and supporting team members development.
• Analytical & Listening Skills: Exceptional listening abilities and strong analytical skills to identify issues and suggest improvements.
• Experience: At least 1 year of experience in a similar role within a BPO or contact center environment. Experience in Chat processes is mandatory.
• Technical Skills: Proficiency in MS Office (Excel, Word, PowerPoint).
• Education: Graduate in any discipline.

What are you signing up for ?

• Competitive salary
• Health and wellness programs
• Career advancement opportunities
• Comprehensive career development
• Promising career progression
• Comprehensive training and development throughout your tenure
• World class work culture, you would not want to miss!

Interested candidates can share their CVs at Sonam.singh1@igtsolutions.com