Quality Analyst

Conduct random audits daily to ensure the quality standards and optimal accuracy of the Executives through monitoring the calls, and chats for continual enhancement of the agent performance.

Conduct Training sessions and Knowledge improvements through refreshers.

Recommendation of refreshers through TNI based on evaluation trends to improve their quality score and follow up their results.

Conduct / Participate in weekly internal and external calibration with clients/quality operations.

Resolving escalations, defects, and fatal errors, also keeping the escalation percentage minimal.

Preparing daily, weekly, and monthly reports

Conduct RCA, accurately report the root causes of the defects to the business units (Quality/Operations) within the defined deadline of identifying the defects and analyse the root causes for the defects identified through the audits using basic quality tools.