Quality Analyst - BPO - Call Audits

Title: Quality Analyst (Work From Home)
Company Name : Rhysley Private Limited
Location: Work from Home
Working Days : 6 Days (Rotational)
Working Time : Rotational 9 Hour Shift (5 pm to 12 pm IST)

Responsibilities:

1. Quality Audits:
• Conduct quality audits on customer interactions to ensure adherence to quality standards and compliance requirements.
• Evaluate the effectiveness of sales interactions and identify areas of improvement.
2. Data Analysis:
• Analyze data from customer interactions to identify trends and areas for improvement.
• Use data to inform strategies for enhancing sales performance.
3. Feedback and Coaching:
• Provide constructive feedback and coaching to sales executives to help them improve their performance.
• Develop individualized improvement plans for sales executives based on audit findings.
4. Collaboration:
• Work closely with the sales team and other stakeholders to implement process improvements.
• Facilitate communication between the QA team and sales department to ensure alignment of goals.
5. Reporting:
• Create and maintain quality reports and dashboards to track performance and improvements.
• Present findings and recommendations to management and stakeholders.
6. Industry Knowledge:
• Stay up-to-date with industry trends and best practices in quality assurance.
• Incorporate new methods and strategies to improve QA processes.

Requirements:

• Bachelor’s degree or equivalent.
• Minimum of 2 years of experience in the Quality Assurance domain within the BPO industry.
• Strong analytical and problem-solving skills.
• Excellent communication skills in English, both verbal and written.
• Ability to provide feedback and coaching to sales executives.
• Flexibility to work in a dynamic and fast-paced environment.

Preferred Qualifications:

• Experience with quality management software and tools.
• Understanding of sales processes and strategies.
• Certification in Quality Assurance or a related field.

Technical Requirements:

• Reliable high-speed internet connection(with static IP).
• A dedicated, quiet, and distraction-free workspace at home.
• Desktop / Laptop with a minimum of [i3 processor & 8 GB Ram].
• Headset with microphone for clear communication.