BriefCase
BriefCase

Quality Analyst Job in Real Time Data Services, Pvt. Ltd.

Quality Analyst

Real Time Data Services, Pvt. Ltd. 4+ weeks ago
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Job Summary

Job Description:

  • Responsible for Transactional Monitoring Calls/Chats/Emails
  • Provide feedback to agents using prescribed feedback model to improve quality scores and C-Sat Scores.
  • Conduct one to one Feedback sessions for Associates
  • Mentoring and coaching agents on Quality adherence and parameters.
  • Monitor adherence to compliance procedure and processes
  • Design and develop Training modules for Process improvement.
  • Conduct Refresher training based on the errors identified
  • Conduct Training sessions for Agents/Teams for Quality improvement
  • Perform Brainstorming and Root cause analysis to analyze data to provide suggestions to operation/management team
  • Perform Case studies and Root cause Analysis to identify gaps and Suggest improvement plans.
  • Identify and highlight potential risk areas and recommend preventive action
  • Maintaining a robust monitoring system to ensure key program metrics are adhered to and required level of quality is maintained across the board
  • Data Analysis and maintaining designated Reports/Dashboards.
  • Should be able to identify gaps and provide insights for process improvements
  • Identify trends and recommend opportunities for improvement
  • Should be able to mentor budding Quality Analysts.

Requirement:

  • 2-5 Years Experience Required
  • Excellent English Reading & Writing Skills
  • Experience in QA methodology.
  • Decent experience in quality control preferred
  • Ability to document and troubleshoot errors.

Desired Skills:

  • Good team player
  • Good learning aptitude

Educational Qualification:

  • B. Tech (Comp. Science) degree preferred. (BCA, B.Sc. IT can be considered as well)
  • Good Academic Record.
Experience Required :

Fresher

Vacancy :

2 - 4 Hires

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