Quality Analyst

Quality Assurance Analyst

Department: Service Delivery

Work Model: Work from Office

Shift Time: Evening Shifts in IST

The Quality Assurance (QA) Analyst is essential in upholding and enhancing the quality standards within our organization. This role involves monitoring and evaluating both inbound and outbound calls, as well as email communications, to assess Engineers' technical proficiency, customer service, and compliance with company policies. The QA Analyst will contribute to the continuous improvement of processes, provide data-driven insights, and play a pivotal role in enhancing the overall customer experience.

Education and Experience

• Minimum of 1 year of experience in Quality Monitoring, preferably within an International Call Centre environment.

• Exceptional verbal, written, and interpersonal communication skills. • Strong commitment to delivering exceptional customer care and service excellence.

• Self-motivated, proactive, and able to work independently.

• A keen focus on quality and customer service.
• Excellent listening and analytical skills.
• Effective time management and organizational skills.

• Ability to engage and communicate effectively with individuals at all organizational levels. • Creative problem-solving abilities and strong writing skills. • Ability to multitask and thrive in a fast-paced, team-oriented environment. • Adaptability to change and the ability to set and adjust priorities as needed.

• Proficiency in Microsoft Office, with intermediate proficiency in Word and basic proficiency in Excel.

• Familiarity with the latest quality assurance tools, technologies, and best practices.

• Knowledge of compliance regulations and industry standards relevant to quality assurance.

• Strong understanding of customer experience and journey mapping principles.