Quality Analyst

Job Summary

Enhance process and competency of advisors by monitoring calls and providing feedback to agents.

Minimum Qualification:Bachelor
Experience Level:Mid level
Experience Length:2 years
Job Description/Requirements

Reports to:Quality Team Leader

Key Responsibilities
• Audits calls give feedback on strength and developmental areas to improve Executives’ performance
• Coach the Executive, on identified gap areas, to increase the performance and meet the defined target as defined by the stakeholders
• Knowledge improvement through refreshers
• Communicate and ensure implementation of process updates
• Conduct live barge-ins (calls), to build Executive Competencies
• Conduct RCA (root cause analysis) and share synopsis as and when required

Key Performance Indicators
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Educate customer service executives and Team Leaders on services and processes and new updates
• Adhere to laid down internal policies, procedures and processes
• Work collaboratively with the team
• Logical reasoning
• Exceptional Audit / analytical skills
• Communication skills (Verbal and non-verbal)
• Work flexibility

Education & Experience
• Bachelor’s degree from any stream
• Min 2 years’ Experience as Quality Analyst
• Assess agents’ Performance
• Fluent in written and spoken English
• Uses quality monitoring data management system to compile and track performance at team and individual level
• A fast learner who can work with set targets
• Good knowledge of MS Excel

Must be time flexible and able to work in a shift system including Public holidays and Weekends
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