TLC DigiTech - Quality Analyst (3-4 yrs)

- Ensure that all the Brand's Scripts are implemented and followed across the floor.

- Sharing consolidated agent feedback based on audits/observation on the usage of Brand's Scrips.

- Conduct trainings in soft skills with a focus on English Grammar and spoken English.

- Prepare monthly training calendars and set up calibrations and publish variance report,.

- Assessing training/refresher training effectiveness & implementation of feedback shared.

- Be the knowledge custodian for the business through impeccable product and process knowledge.

- Evaluating & sharing feedback on brand line effectiveness for the program.

- Conducting Soft Skills training.

Desired Skills:

- 3-4 years of experience in Call Center background on auditing/ analysis/ feedback/ quality scores and soft skills training and Quality Audits.

- Should have run few improvement projects in the past around key improvement areas of the contact centre.

- Should be presentable with excellent communication skills.

- Experience in soft skills training will be an additional advantage.

- Should be able to share the Training Needs Identification (TNI) basis the monitored and should be able to train agents on the improvement areas.

- Knowledge of QC Tools and identify trends from audits, publish data and findings, RCA (Root Cause Analysis),.

- Set up calibrations and publish variance report, coaching and mentoring agents etc.

- Knowledge of Salesforce will be an added advantage.