Quality Analyst Role - Immediate Joiner Preferred

Role : Quality Analyst

Location : Ambit it park,Ambattur,

Shift: Night

Must have excellent communication!!

• Conduct regular evaluations of technical support interactions, to assess adherence to quality standards and service level agreements (SLAs).
• Identify trends, patterns, and recurring issues in customer interactions, and provide actionable insights to management for process improvements and training initiatives.
• Develop and implement quality assurance (QA) processes, guidelines, and evaluation criteria to ensure consistency and accuracy in technical support delivery.
• Collaborate with team leads, trainers, and subject matter experts to design and deliver targeted coaching and training sessions based on identified areas of improvement.
• Generate comprehensive reports and analytics on quality metrics, defect trends, and performance indicators to track progress and measure the effectiveness of quality improvement efforts.
• Act as a subject matter expert on technical support processes, systems, and product knowledge, providing guidance and assistance to support representatives as needed.
• Participate in cross-functional meetings and initiatives to represent the quality perspective and advocate for customer-centric solutions.
• Stay updated on industry best practices, emerging technologies, and advancements in technical support methodologies to continuously enhance the quality-of-service delivery.