Job Profile:

Quality Analyst





Job Description:

  • Performs call monitoring as per assigned targets
  • Coach agents to develop a range of redirects and rebuttals, and is able to lead with an example
  • Participates in design of call monitoring formats and quality standards
  • Uses quality monitoring data management system to compile and track performance at team and individual level
  • Help clients to analyze their needs & focus on the business objectives
  • Participates in client calibrations to identify customer needs and expectations
  • Provide actionable data to various internal support groups to drive improvement
  • Conduct regular process hygiene & vigilance checks
  • Conduct sessions with NH agents and conduct their certification/ re-certification
  • Login for 2 hours per week to keep up with the process updates and customer behaviors

Desired Candidate Profile:

  • Good interpersonal & excellent listening/ comprehension skills
  • Time management skills; ability to multitask and successfully operate in a fast paced environment
  • Is able to Plan, organize & contribute as a team member to achieve common goals
  • Is Result oriented with ability to define realistic outputs
  • Ability to identify continuous Agent and process improvement initiatives
  • Able to help client to analyze their needs & focus on the business objectives
  • Must adapt well to change and successfully set and adjust priorities as needed
  • Outstanding customer service skills and dedication to providing exceptional customer care; always leads by example


2 - 4 Years

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