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Location
Thane | India
Job description
Job Description
• The role of Quality Analyst is to perform Quality Assurance audits or phone calls.
• Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of organization associates who deal with our existing and potential customers.
• The QA will monitor inbound and outbound call and emails responses to assess associate's demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.
• Ability to complete Call Monitoring and Feedbacks as per SLA or Internally defined.
• Performs call monitoring and provides trend data to the concerned team.
• Understands process/function goals and help the team to achieve them.
• Conducting Calibration Sessions and initiating Action Plans for reducing Variance.
• Prepares and analyzes internal and external quality reports for management staff review.
• Multitasking and time management skills.
• Ensure Adherence to Process Quality SLA's.
• Coordinating with the clients on process related issues & updates.
• Takes others perspective into account when communicating, negotiating, or presenting arguments.
• Listens & clearly presents information.
• Demonstrate expertise in functional knowledge and the ability to apply them in the aligned project.
Job tags
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