Quality Analyst

Role and Responsibilities:

• Monitor ticket journey to evaluate agent performance, identify trends, and provide feedback to drive overall improvement.

• Conduct regular feedback sessions on process improvement, product knowledge, customer experience enhancement, and general awareness.

• Deliver actionable data and insights to various internal teams as needed to improve service quality.

Qualifications & Skills:

• Bachelors degree with a minimum of 2 years of relevant experience.

• Prior experience in auditing voice and chat processes is essential.

• Excellent verbal, written, and interpersonal communication skills.

• Strong listening and analytical abilities.

• Comprehensive knowledge of call audit terminologies and relevant technologies.

• Proficiency in Microsoft Office (Intermediate in Word, Basic in Excel).

Additional Requirements: •

Must be fluent in any of the following language combinations: o Hindi + English (Any additional languages