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.
• ensuring that the agents follow guidelines to meet minimum quality standards.
• 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:

• A creative mindset  and the ability to approach a problem creatively.
• Good communications skills, both written and verbal.
• Strong IT skills.
• A meticulous approach to work.
• Ability to use logic and reasoning to identify the strengths and weaknesses of IT systems.