FREED India Private Limited

As a Quality Analyst at FREED, you will be responsible for recommending, implementing and monitoring preventive and corrective actions to ensure the Quality Assurance Standards are constantly maintained. Role description: Audit associate calls and share timely feedback. Coach, guide and mentor associates on importance of soft skills and product knowledge. Assess gaps that hinder service and conversion impacting overall quality of the call. Maintain and contribute to overall Quality through direct communication and support from Training. Liaise with Operations to understand pain areas on a weekly and monthly basis to plan audit behavior and frequency. Publish reports on a daily, weekly, monthly on associate/team performance to keep all leaders informed. Conduct an RCA and publish an RCA report or mail to Operations Manager in case of client escalation. Inform Training of all client/customer escalations to enable intervention and add takeaways to the curriculum. Run reward and recognition-based audit programs in association with Operations. Encourage the associates perform better through correct feedback technique and constant presence/interaction on the production floor. Conduct continuous internal/external calibrations and publish variance report as per requirement. Job Types: Full-time, Permanent Pay: ₹25,000.00 - ₹30,000.00 per month Benefits: Health insurance Paid sick time Provident Fund Schedule: Day shift Fixed shift Work Location: In person