Position Overview: 

As a Quality analyst, you will play a critical role in

• Improving advisor customer handling capability
• Preparing weekly plans to ensure that all targets are completed to the required standard
• Preparing weekly reports that quantify the uplift in performance as well as the areas where the development has not occurred and produce performance improvement plan to address
• Demonstrating an acute understanding of the call structure and skills that maximize results
• Through effective feedback and role plays demonstrating the capacity to drive behaviour change as well as communicating counterproductive behaviours.
• Through thorough analysis is able to identify the root cause for customer dissatisfaction
• Escalating training needs and process improvement opportunities using the defined procedures.

Key Responsibilities:

• Quality Monitoring
• Performance Evaluation
• Process Improvement
• Compliance and Quality Standards
• Root Cause Analysis

Work Experience:

Overall experience of atleast 5 years

Experience as a Quality analyst for atleast 2 years with Voice process

Voice and Chat experience would be an added benefit

Experience in current role for atleast 2 years with an International brand

Skills & Competencies required:

1. MSOffice experience- Should have basic excel skills
2. Quality management systems (VERINT/ NICE / Genysys) experience- Good to have
3. Analytical Thinking: Ability to interpret data sets and draw conclusions- Good to have
4. Problem-Solving: Ability to identify issues and propose solutions.
5. Communication: To be able to interact effectively with internal & external stakeholders, and team. Strong written communication required.
6. Collaboration: Working with different teams.
7. Customer-Centricity: Understanding customer needs and behaviours.
8. Domain Knowledge: Familiarity with the industry and market trends.

Org Structure:

Will be reporting to Assistant Manager- Quality