Quality Analyst

Role brief:

As a Quality Analyst at FREED, you will be responsible for recommending implementing and monitoring preventive

and corrective actions to ensure the Quality Assurance Standards are constantly maintained.

Role description:

Audit associate calls and share timely feedback.

Coach, guide and mentor associates on importance of soft skills and product knowledge.

Assess gaps that hinder service and conversion impacting overall quality of the call.

Maintain and contribute to overall Quality through direct communication and support from Training.

Liaise with Operations to understand pain areas on a weekly and monthly basis to plan audit behavior and

frequency.

Publish reports on a daily, weekly, monthly on associate/team performance to keep all leaders informed.

Conduct an RCA and publish an RCA report or mail to Operations Manager in case of client escalation.

Inform Training of all client/customer escalations to enable intervention and add takeaways to the

curriculum.

Run reward and recognition-based audit programs in association with Operations.

Encourage the associates perform better through correct feedback technique and constant

presence/interaction on the production floor.

Conduct continuous internal/external calibrations and publish variance report as per requirement.

Key skills:

Customer driven mindset

Willingness to contribute meaningfully to the process

Ownership and accountability

People skills

Excellent feedback, coaching and communication skills

Eye for detail (TNA)

Organizing and basic data analysis skills

Prioritization and Time management

Typing, computer and navigation skills

Working knowledge of Excel

Why join us

To be a part of India's 1st debt relief platform with customer-first approach

To work in a fast-paced and values driven environment

Work with industry experts having extensive domain experience in Domestic and International markets