Quality Analyst

**Spot Offer**

**Please note: NO Walk-in Interview**

Education: Graduation (should have all the Degree certificates and Mark sheets) mandatory.

Shift: Morning Shift/5 days a week/Work from office (However, if any client ask, role will have to work in Night Shift with Work from Home option)

Roles & Responsibilities:

• Conduct various process audits (1 audit/ agent/ week) as per procedure and guidelines
• For agents identified in the bottom quartile of performance, conduct 3 audits/ agent/ week
• Prepare findings from the report and share it with the client and the account leadership on daily/ weekly/ monthly, as required
• Conduct weekly analysis to identify the error trends and for top2 errors, conduct root cause analysis (RCA)
• Conduct calibration communication to communicate any changes from the client and conduct refresher trainings to bridge any skill gap due to these changes.

Skills Required:

• International voice experience & good English communication to interact with North America team.
• Call Quality, BQM, 7QC tools, calibration (internal and External),WBR, Client connect refresher Session with excellent communication.