Quality Analyst

Responsibilities:

• Audit pre-recorded calls along with cross-checking the end-to-end details based on parameters.
• Analyze the quality process and procedure to ensure it meets customer requirements.
• Perform quality checks on mock calls for freshers to improve performance.
• Providing periodic feedback to agents and to their reporting manager for the scope of improvement.
• Conducting Case Studies for Critical Cases as per requirements for mitigating losses.
• Closely monitoring quality parameters as per needs and sharing ideas to improve quality standards.

Key Skills:

• Meticulous Attention To Detail. 
• Analytical. 
• Good Coaching And Verbal Communication. 
• Good Written Communication. 
• Empathetic And Emotionally Intelligent. 
• Goal-Oriented.