Real Time Data Services - Quality Analyst

Role and Responsibilities :

- Responsible for Transactional Monitoring Calls/Chats/Emails

- Provide feedback to agents using prescribed feedback model to improve quality scores and C-Sat Scores.

- Conduct one to one Feedback sessions for Associates

- Mentoring and coaching agents on Quality adherence and parameters.

- Monitor adherence to compliance procedure and processes

- Design and develop Training modules for Process improvement.

- Conduct Refresher training based on the errors identified

- Conduct Training sessions for Teams for Quality improvement

- Perform brainstorming and root cause analysis to analyze data to provide suggestions to operation/management team

- Perform Case studies and Root cause Analysis to identify gaps and Suggest improvement plans.

- Identify and highlight potential risk areas and recommend preventive action

- Maintaining a robust monitoring system to ensure key program metrics are adhered to and required level of quality is maintained across the board

- Data analysis and maintaining designated Reports/Dashboards.

- Should be able to identify gaps and provide insights for process improvements

- Identify trends and recommend opportunities for improvement

- Should be able to mentor budding Quality Analysts.

Qualification and Experience:

- Bachelors Degree (Mandatory)

- B. Tech (Comp. Science) degree preferred.

- Excellent English Reading & Writing Skills

- Good academic Record.

- Experience Minimum of 3 years as Quality Analyst in a Technical/Tech Sales process.

Other Details : 

- Salary as per industry norms

- 5 days a week working

- 9 hours shift

Job Location - Udyog Vihar, Gurgaon