Quality Analyst

Job Location- Sector 18, Gurgaon (Haryana)

6 days working

9 hours shift

No cab facility

Role & responsibilities

• Auditing of calls and complete analysis of service requests.
• Preparation of daily dashboards & Analysis of reports/data.
• Sharing daily reports & Quality Scores with the team.
• Sharing One-O-One Feedback with agents on the basis of audits.
• Participating in internal & external calibration sessions with Quality/Operations.
• Analysis of Service requests and sharing RCA.
• Data analysis and making designated reports.
• Works with Operations team to develop the overall process improvement strategy and quality plan.
• Monitoring if CCE has used the right telephone etiquettes and followed appropriate hold procedures and has given a proper resolution for the customer's request.
• Highlighting issues as per the quality parameters.
• Inducting Refresher/Quality sessions as per requirement.
• Identifying fatal and non-fatal errors impacting the process and take corrective/preventive action.
• Identifying areas of improvement and preparing the process to achieve the desired Quality Standards.
• Ensuring that internal policies, procedures, and compliance regulations are being followed.
• Conducting quality sessions for NHT batch.
• Providing supervisors & manager with regular performance feedbacks on the executives.
• Auditing calls for trainees during training & on job training (OJT Batch)

Please share cv at 9289327281 -HR Supriya