Quality Analyst - Voice Process

Quality Analyst-Voice process

Location: Hinjewadi, Pune

Roles and Responsibilities:

● Develop and maintain internal support and call center quality standards

● Review a subset of sales agents interactions (calls, emails, chats, etc.)

● Provide meaningful and constructive feedback on evaluations

● Discuss and explain feedback with agents in regular meetings

● Create strategies to improve support KPIs

● Assist agents in enhancing their performance through specific guidance and ongoing support

● Identify training and onboarding needs and initiate related projects

● Generate reports that reflect support performance

● Report the support team's performance to senior management

● Participate in calibration sessions to ensure consistency in internal evaluations

● Contribute positively to team culture

An ideal candidate should have:

● Minimum 2 years of hands-on experience in quality assurance within customer service or sales

● Proven track record of analytical skills

● Strong communication skills, including the ability to deliver (negative) feedback effectively

● Excellent people skills and the ability to build rapport

● Good organizational skills and knowledge of goal-setting practices

● Experience with data visualization and understanding of support metrics

● Problem-solving capabilities to create meaningful strategies to improve support quality

Perks and Benefits:

● Opportunity to work on a highly critical role, which will have a direct and big impact

● A learning environment with supports looking at problems in unique ways

● Collaborative and diverse team which values mutual respect and clear communication

● Challenging work so that you can keep your brain healthy