Quality Analyst

Greetings from PTW !

Title: Quality Analyst

Location: Bangalore

Experience: 1 Yrs-3Yrs

Responsibilities:

• The primary task of the quality analyst is transaction monitoring and providing actionable insights.
• Comprehensive documentation of every coaching opportunity. Share realtime feedback with the coach to ensure that corrective measures are taken.
• Participate in team huddles and share updates and best practices.
• Participate in calibration sessions and exchange ideas with team members to ensure that everyone is on the same page.
• Provide actionable data to various internal support groups.
• Generate account specific Quality reports based upon predefined criteria and provide inputs to Operations.
• Create & maintain accurate database for audits and other analysis.
• Publishing weekly/monthly reports based on the audits performed for the mentioned tenure.
• Participate in design of call monitoring formats and quality standards.
• Compile and track performance at team and individual level. 3
• Participate in customer and client listening programs to identify customer needs and expectations.
• Assist with creation of external quality reports for management review. 13. Supporting the Ops team with chats/tickets based on need.

• An analytical approach to spot and highlight areas of improvement.
• Domain Knowledge: In-depth understanding of the product.
• Good verbal, written and interpersonal communication skills.
• Ability to utilize Microsoft appl