Quality Analyst Job in Epitome Trc
Job Summary
Job Summary :
This position requires a responsible person to audit calls, monitor email transactions and accurately measure qualitative performance of the candidates of the process they have been assigned for.
Desired Candidate Profile :
Job Type : Full Time
Designation : Quality Analyst
Experience : Minimum 1 year as a Quality Analyst is must
Educational Qualification : Any Graduate/ Under Graduate/ Post Graduate can apply 6 months relevant experience or Post Graduate can apply
Salary Offered : As per Industry standards
Key Deliverables :
- Transaction Monitoring (Phone / Email/Chat)
- Giving feedback to the executives/ agents and Coach them
- Prepare MIS/reports
- Performing training need analysis
- Ensuring Process improvement on a regular basis
- Leading and participating in calibration sessions
- Improving performance through interventions
- Keep in touch with Customers and Processes through taking calls for stipulated amount of time
- Provide timely, accurate and effective feedback to Champion regarding job performance
- Take escalated calls, approve adjustments and monitor Champions for quality
- Create development plans for champions geared to drive world class results
- Complete administrative functions such as maintaining attendance, addressing disciplinary issues etc.
- Partner with HR when initiating corrective action on timely basis
- Analyze, suggest, develop, implement and evaluate training and coaching
- Metrics for performance measurement
- Should achieve monitoring target
- Adherence to feedback TAT / target
- Audit accuracy
- QA quality score
- Accuracy and timelines of reports
Experience Required :
Minimum 1 Year
Vacancy :
2 - 4 Hires
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