Quality Analyst (QA):
Key Responsibilities :
- Quality Monitoring & Evaluation:
Conduct audits of customer interactions (calls and emails) to ensure compliance with
process guidelines.
Evaluate agent performance based on key quality parameters.
Provide actionable feedback to advisors and teams.
Work closely with the training department to design targeted coaching programs.
Participate actively in huddle sessions, providing valuable insights into error trends,
process updates
- Process Improvement & Compliance:
Identify process gaps and provide recommendations for enhancement.
Ensure adherence to company policies, regulatory guidelines, and best practices.
Utilize Pareto Analysis, Control Charts, Check Sheets and Flowcharts to analyze
quality trends.
Conduct root cause analysis to address recurring quality issues.
Generate reports on quality performance and present insights to stakeholders.
Use data-driven approaches to recommend process improvements.
Conduct weekly calibration sessions with all stake holders
Prepare TNA dashboard
Required Skills & Qualifications
- Experience: 1-3 years in Quality Analysis within a BPO, Customer Service, or similar
domain.
- Strong understanding of KPIs and KRAs related to Quality Assurance.
- Hands-on experience with 7 QC Tools and statistical analysis for quality improvement.
- Strong communication and feedback delivery abilities.
- Proficiency in Quality Monitoring Systems, Excel, Google Sheet and Reporting Dashboards.
- Qualification : Should be a Graduate in any discipline
