Quality Analyst

Role & responsibilities

1.The primary task of the quality analyst is transaction monitoring and providing actionable insights.

2. Comprehensive documentation of every coaching opportunity. Share realtime feedback with the coach to ensure that corrective measures are taken.

3. Participate in team huddles and share updates and best practices.

4. Participate in calibration sessions and exchange ideas with team members to ensure that everyone is on the same page.

5. Provide actionable data to various internal support groups.

6. Generate account specific Quality reports based upon predefined criteria and provide inputs to Operations.

7. Create & maintain accurate database for audits and other analysis.

8. Publishing weekly/monthly reports based on the audits performed for the mentioned tenure. 9. Participate in design of call monitoring formats and quality standards.

10. Compile and track performance at team and individual level.

11. Participate in customer and client listening programs to identify customer needs and expectations.

12. Assist with creation of external quality reports for management review.

13. Supporting the Ops team with chats/tickets based on need.

Preferred candidate profile

1. An analytical approach to spot and highlight areas of improvement.

2. Domain Knowledge: In-depth understanding of the product.

3. Good verbal, written and interpersonal communication skills.

4. Ability to utilize Microsoft applications, including Outlook, Word, Excel, and PowerPoint.

5. Exceptional listening and analytical skills.

6. Ability to manage time to meet multiple priorities and deadlines.

7. Meticulous and Methodical approach in completing all deliverables.

8. Familiarity with a variety of quality concepts, practices, and procedures.

9. Ability to work well in a team environment.

10. Dedication to providing exceptional customer service.

11. Complete knowledge of Internal Audit procedure.

12. Flexibility and willingness to work different shifts/hours/days based on business needs.