Quality Analyst

Quality Analyst Profile -

The Quality Analyst, coordinates and oversees internal Quality operations. In addition, this position establishes and manages relationships between the internal teams, Clients and other stakeholders. This position also promotes a team-oriented environment through people development, strong leadership, continuous improvement, and cross-functional support. Primary responsibility is to ensure Quality Audits are performed as per the agreed plans.

Designation: Quality Analyst

Key Responsibilities / Activities

Responsible for ensuring the process is free of defects and at the appropriate quality level for production publishing.

On time audit completion as per defined targets

100% Feedback closure along with call listening sessions

Quality score improvement initiatives

Knowledge Capture & Transfer (Update dissemination via quality huddles and emails)

Work with Process Lead and Training team to produce plans for floor improvement by sharing TNI (Training Needs Identification)

Closely working with the Bottom Quartile advisors to bring them up the learning curve.

External and Internal Calibrations

Regular sessions in line with the compliance and operational requirements

In charge of maintaining evaluations completed by the quality team in the central database as defined in the SOP

Report performance and statistics through daily weekly and monthly reports submitted to the internal/ external stakeholders

Shares compliance expectations, understanding of the Quality guidelines and Complaints management with New Hires and existing staff

Provide analysis on areas of opportunity and action plans to improve performance

Manages quality related escalations and preparing RCAs with closure with internal/ external stakeholders

People & Culture:

Manages and takes accountability of grooming advisors to meet process and functional expectations

Foster team-work environment

Actively engage team members in team building activities

Being proactive in identifying learning and development needs of the team members/advisors

Experience:

1 year experience in B2B outbound phone sales/ Backend as a Quality Analyst

Proven communication skills (written, verbal, presentation and phone) with the ability to learn applications related to customer service

Fair understanding of digital marketing concepts and trends (Preferred)

Strong people & team management experience with proven leadership skills

Successful track record in supporting Operations and Process Improvisation

Should be flexible for rotational shifts.

Language Requirements

Proficient in English (Written and Oral)