Quality Analyst
Job Description
Skills:
Quality Assurance, Analytical Skills, Root Cause Analysis, Customer Satisfaction (CSAT), Data Analysis, Six Sigma, Case Studies, Call Monitoring,
Quality Assurance, Analytical Skills, Root Cause Analysis, Customer Satisfaction (CSAT), Data Analysis, Six Sigma, Case Studies, Call Monitoring,
QA Job Description
- Should have minimum 3-5-year experience as a quality analyst in his previous experience.
- Should have knowledge in QC tools, MS Office and Preparing Quality Dashboards
- Audit evaluation, Scoring and Documentation
- To improve overall performance by taking various activities like Dip checks, call listening sessions, regular/structured feedbacks, daily briefings, Preparing TNI etc.
- Team Player & Ability to coach and provide feedback to associates on audits performed.
- Perform Root cause analysis.
- Good analytical skills and knowledge of preparing reports for Agents & Process
performance.
- Call Calibration Sessions, actively participate in call calibration sessions to ensure consistency in quality assessments.
- ACPT Analysis for call audits
- Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.
- Fatal and Non-Fatal Errors, possess in-depth knowledge of fatal and non-fatal errors while auditing the calls
- Bottom Quartile identification and steps to improve them
- Should be excellent in communication- English & Hindi (Mandatory)