Quality Analyst (Call Centre)

Job Description:

Key Roles & Responsibilities:

Quality Analyst will be to monitor and analyze business transactions to help establish the right behaviors and processes needed by the organization and will drive the Focus Group in the right direction by showing improvement in Calls Quality and Sales.

Key Requirements –

Education & Certificates : Must be Graduate

Experience & Skills

• Experience of 3 years in Transactional Quality
• Key Functional Competencies
• Functional competency Beginner Intermediate Expert
• Proven work experience as a Quality Analyst or similar role
• Auditing Feedback and Coaching
• Sales Process and Quality Auditing
• A strong and customer centric mind-set with good interpersonal skills.
• Ability to successfully operate in a fast paced, team environment.
• Bias free approach Emotional Intelligence, Confident, interpersonal skills.

Targets/ KRA/ KPI (Business Goals, Measure of Success & Weightages)

1. Call Monitoring or Evaluation: The primary task of a QA in Call Center is call monitoring and sharing actionable insight. (Weightages - 50%)
2. Dip Check: When the target is to find the specific type of failure that is key to the business.(Weightages - 20%)
3. Coaching/Feedback: One on One feedback session about the outcome of the call monitored or audit findings - (Weightages - 30%)