Responsibilities:
- The primary task of the quality analyst is transaction monitoring and providing actionable insights.
- Comprehensive documentation of every coaching opportunity. Share realtime feedback with the coach to ensure that corrective measures are taken.
- Participate in team huddles and share updates and best practices.
- Participate in calibration sessions and exchange ideas with team members to ensure that everyone is on the same page.
- Provide actionable data to various internal support groups.
- Generate account specific Quality reports based upon predefined criteria and provide inputs to Operations.
- Create & maintain accurate database for audits and other analysis.
- Publishing weekly/monthly reports based on the audits performed for the mentioned tenure.
- Participate in design of call monitoring formats and quality standards.
- Compile and track performance at team and individual level. 3
- Participate in customer and client listening programs to identify customer needs and expectations.
- Assist with creation of external quality reports for management review. 13. Supporting the Ops team with chats/tickets based on need.
- An analytical approach to spot and highlight areas of improvement.
- Domain Knowledge: In-depth understanding of the product.
- Good verbal, written and interpersonal communication skills.
- Ability to utilize Microsoft appl
Role:Quality Analyst
Industry Type:Animation & VFX
Department:Quality Assurance
Employment Type:Full Time, Permanent
Role Category:Business Process Quality
Education
UG:Any Graduate
PG:Any Postgraduate
