Quality Analyst

Job SummaryEnhance the process and competency of advisors by monitoring calls and providing feedback to agents.Minimum Qualification: DegreeExperience Level: Mid levelExperience Length: 2 yearsJob Description/RequirementsResponsibilities:Audits calls give feedback on strength and developmental areas to improve Executives’ performanceCoach the Executive, on identified gap areas, to increase the performance and meet the defined target as defined by the stakeholdersKnowledge improvement through refreshersCommunicate and ensure implementation of process updatesConduct live barge-ins (calls), to build Executive CompetenciesConduct RCA (root cause analysis) and share synopsis as and when requiredQualifications and Requirements:Bachelor’s degree from any streamMin 2 years Experience as Quality AnalystAssess agents’ PerformanceFluent in written and spoken EnglishUses quality monitoring data management system to compile and track performance at team and individual levelA fast learner who can work with set targetsGood knowledge of MS ExcelOther Requirements: Uses quality monitoring data management system to compile and track performance at team and individual levels.Educate customer service executives and Team Leaders on services and processes and new updatesAdhere to laid down internal policies, procedures, and processesWork collaboratively with the teamLogical reasoningExceptional Audit / analytical skillsCommunication skills (Verbal and non-verbal)Work flexibilityMust be time flexible and able to work in a shift system including Public holidays and WeekendsNote: Voice call Assessment OnlyWe screen candidates through an online test (Aptitude and Psychometric), candidates with excellent scores only will be shortlisted for interview.