Quality Analyst

JOB DESCRIPTION

Quality Analyst is responsible for assessing the quality of the performance of our Customer Care and Tele sales Associates who deal with our existing and potential customers. QA needs to participate in customer and client listening programs to identify customer needs and expectations.

Responsibilities:-

• The QA will monitor inbound and outbound call and email responses to assess associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.
• Conduct mock calls to associates and check their work on-call and ask some product-related questions and analyze them.
• Uses quality monitoring data management system to compile and track performance at team and individual levels.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for call center staff.
• Provides feedback to call center team leaders and managers.
• Prepares and analyses internal and external quality reports for management staff review.
• Ensure ongoing compliance with quality and industry regulatory requirements.
• Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.
• Design and Develop evaluation programs that analyze critical performance behaviors and metrics on customer calls.
• Unearth the root- cause of problems, and possible solutions and provide actionable insight for performance improvements.
• Provide feedback to the leadership on agents skills and work approach.
• Capture the voice of the customer from call analysis and provide actionable inputs to sales agents/TLs and category leaders and other relevant stakeholders.
• Articulate operational issues and trends to management.
• Identify areas of improvement in associates performance through trending and analysis.

Knowledge and Skills Required

• Must have Excellent English listening skills, excellent verbal, written, and interpersonal communication skills.
• Must have Basic Computer knowledge and be proficient with MS Office (intermediate Word, basic Excel).
• Must be comfortable with early morning shifts. Solid time management skills
• Minimum Bachelors degree is required, Masters degree holders will get preference.
• Coordinate and report to the management.
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Must adapt well to change and successfully set and adjust priorities as needed.
• Must be a self-motivator and self-starter.
• Ability to multitask and successfully operate in a fast-paced, team environment.