Quality Analyst (English and Hindi Speaker)
Job Description
Quality Assessments involve call monitoring activities, evaluation of process adherence, and the analysis and benchmarking of individual, team, and overall performance results and trends against target contact center metrics
Responsibilities
- Identify and suggest changes to predetermined quality guidelines and policies
- Develop and maintain Quality Assurance procedure documentation
- Support technical support staff identify and resolve defects
- Maintain and develop internal support and call center quality standards
- Review a subset of support agents’ conversations (calls, emails, chat, SMS)
- Accompany evaluations with meaningful and constructive feedback
- Analyze all customer service metrics (e.g. CSAT) and how the Customer Service team’s performance affects those KPIs
- To provide weekly/monthly reporting for the business and each department/individual averages and to highlight specific areas needing action (with suggested improvements) in-line with QA TLs
- To provide managers with analysis /reports on trends happening across all departments as per requirement.
- ·Manage all aspects of day-to-day quality team operations to ensure implementation and deployment of Call Quality standards across all levels
Desired Candidate Profile
Knowledge, Skills, Experience · Min 2+ years' work experience within Contact Center operations environment · Excellent English and Hindi language skills · Excellent presentation skills · Data management and analytics skills