Sr. Analyst/Lead/ Analyst Quality-Navi Mumbai(Belapur)

Job Description:

We have an opening for the post of Sr. Analyst/Lead/ Analyst Quality for a reputed Company for their Navi Mumbai(Belapur) Head Office.

Job Description:

• Develop and implement quality assurance processes and procedures to ensure adherence to quality standards in client interactions, processes, and deliverables.
• Monitor and evaluate client interactions, such as calls, emails, chats, CRM Transactions, or any other communication channels, for adherence to quality standards and compliance with company policies and procedures.
• Identify areas of improvement based on evaluation results and provide constructive feedback and coaching to employees/management to enhance their performance
• Skilled in process audits, metrics, RCA, and process improvement
• Analyse quality data and generate reports, metrics, and insights to measure performance against quality objectives.
• Stay updated with industry best practices and customer experience trends to continuously enhance the quality assurance processes and standards.
• Participate in calibration sessions with other quality analysts and stakeholders to ensure consistency in quality evaluations and scoring.
• Support the implementation and maintenance of quality management systems and tools.

Education and Experience:

• Bachelor's degree in any discipline or equivalent work experience.
• Strong knowledge of quality assurance methodologies, tools, and processes specific to the service or Real Estate industry.
• Minimum 1 years of experience in Quality assurance.
• Experience in evaluating customer interactions, including calls, emails, chats, etc., and providing feedback/coaching to improve performance.
• Excellent analytical skills and attention to detail to identify trends, patterns, and areas for improvement.
• Must have strong knowledge of MS Office tools-MS Excel and PowerPoint.
• Strong communication and interpersonal skills to effectively communicate feedback and recommendations to employees, stakeholders and management.

Reports to: Quality Head

Department: Quality Assurance

If you are interested in the same profile kindly REPLY to this mail with your latest CV, your CTC, and the joining period for the same at the earliest.

Regards,

DC Consultants.