Quality Analyst / Senior Quality Analyst

Responsibilities:-

• High performance delivery on all quality parameters
• Audit chats/email interactions on Product/process, Communication and soft skills parameters
• Conduct audits and feedback for the targeted population with the objective of improving scores for training throughput or conversion
• Data analysis and making designated reports/decks
• Participate in calibrations to ensure consistent scoring & feedback delivery approach
• Communicate to heighten awareness and focus on importance of positive customer experience
• Make recommendations and drive process improvement
• Reduce learning curve and help enhance product/process knowledge of new joinees
• Ensure that internal policies, procedures, and compliance regulations are being followed
• Customer/Client Interactions by using process knowledge and highlighting key areas to work on
• Prepare TNA, publish and execute for 100% closure
• Real Time Support (Production/Live Support) on the floor as per the business requirement

Desired Skills:

• Must understand Audit & Coaching process
• Excellent writing and comprehension skills
• Extremely good verbal & written communications skills
• Technical knowledge of English communication - sentence construction, grammar, punctuation etc.
• Effective Presentation, Feedback & Coaching skills
• Hands on experience on MS-Office; preferably on MS-Excel and Power Point
• Customer orientation and Customer Service Attitude
• Effective problem-solving skills and Highly energetic & enthusiastic
• Interpersonal skills and Team work
• Ability to handle/analyse data to generate Quantitative and Qualitative analysis