Quality Analyst (qa/ Senior Qa) Job in Great Lakes E-learning Services Pvt. Ltd.

Key Responsibilities

• Participates in the design of call
• Performs call monitoring according to monitoring formats & quality standards and provides trend data to management team.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Performs monitors of Inside Sales email responses.
• Participates in customer listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as
• needed. Coordinates and facilitates call calibration sessions for staff.
• Provides feedback to team leaders and managers help them to sync better within the team
• Prepares and analyses internal and external quality reports for management staff review.
• Perform PIP calibration sessions other duties as assigned.

Qualification:

• Minimum 3-6 years experience preferably in BPO/ITES industry
• Excellent verbal, written, and interpersonal communication skills.
• Effective listening and comprehension ability is a must
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Must be self-motivator and self-starter.