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)