Senior Quality Analyst

Job Title: Senior Quality Analyst BPO Voice Process
Location: Karol Bagh
Job Type: Full-time
Department: Quality Auditor

Job Summary:

We are looking for a Senior Quality Analyst to oversee and enhance the quality of voice-based customer interactions in a BPO environment. The ideal candidate will have extensive experience in quality assurance, specifically within a voice process, and will lead a team of analysts to ensure high standards of customer service and operational excellence. This role requires strong leadership, analytical skills, and a passion for continuous improvement.

Key Responsibilities:

• Conduction Quality Audits: Regularly listen to recorded customer Service calls , Evaluating agent performance against established quality standard like adherence to scripts , tone of Voice , product knowledge , issue resolution and patient handling Techniques .
• Identifying performance Gaps: Analyze calls Recording to identify areas where agents deviate from quality Standard, including missed sales opportunities, incorrect information provided , or poor Customer service practices .
• Providing Feedback: Deliver detailed feedback to agent through coaching session, Highlights areas of Strength and areas for improvement.
• Reporting and Analysis: Generate Comprehensive quality Reports Summarizing key performance metric, trends and areas of concern, providing actionable insights to management for process improvement.
• Calibration with Team: Participate in Regular quality calibration session with other quality auditors to ensure consistent evaluation standard across with team.
• Developing training Materials: Collaborate with the training team to develop and update training materials based on identified quality issues and feedback from audits
• Identifying Root causes: Analyze recurring Quality Issues to identify underlying root causes and recommend solution to address systemic problems:
• Stakeholder Communication: Communicate Audit findings and Recommendations to team leaders, Supervisors and Relevant departments to drive quality improvement initiatives
• Team Leadership: Mentor, guide, and support a team of junior and mid-level Quality Analysts, providing feedback, training, and performance evaluations to ensure consistent quality across all teams

Required Skills and Qualifications:

• Experience: 4+ years of experience in quality assurance within a BPO voice process, with at least 1-2 years in a senior or lead role.
• Excellent verbal and written communication skills, with the ability to deliver feedback clearly and professionally to agents, management, and clients
• Excellent listening and Analytical skills
• Strong understanding of Customer service
• Effective communication skills to provide constructive feedback to agents
• Ability to work independently and meet deadlines
• Experience in a BPO environment

Educational Requirements:

• Bachelors degree or equivalent experience.

Certification: Black Belt certification in Six Sigma or similar quality management methodology.

• Experience with BPO Sales or customer service operations, specifically in a voice process environment.
• Knowledge of quality assurance methodologies, voice processes, and performance metrics.

Immediate joiner preferred

Interested Candidate can apply on EMAIL at nancy@atiyahealthcare.com OR WHATSAPP ON 9773743345