Job Description Job Title: Quality Analyst - (Call Audit) Location: Gurgaon Responsibilities: ● High performance delivery on all quality parameters. ● Audit calls, chats/email interactions on Product/process, Communication and soft skills parameters. ● Conduct audits and feedback for the targeted population with the objective of improving scores for training throughput or conversion. ● Data analysis and making designated reports/decks ● Participate in calibrations to ensure consistent scoring & feedback delivery approach. ● Communicate to heighten awareness and focus on importance of positive customer experience ● Make recommendations and drive process improvement. ● Reduce learning curve and help enhance product/process knowledge of new joiners. ● Ensure that internal policies, procedures, and compliance regulations are being followed ● Customer/Client Interactions by using process knowledge and highlighting key areas to work on ● Prepare TNA, publish and execute for 100% closure ● Real Time Support (Production/Live Support) on the floor as per the business requirement. Desired Candidate Profile Prior exp in handling Quality for Outbound Sales account Must understand Audit & Coaching process Excellent writing and comprehension skills Extremely good verbal & written communications skills Technical knowledge of English communication - sentence construction, grammar, punctuation etc. Effective Presentation, Feedback & Coaching skills Hands-on experience on MS Office; preferably on MS Excel and Power Point Customer orientation and Customer Service Attitude Effective problem-solving skills and Highly energetic & enthusiastic Interpersonal skills and Teamwork Ability to handle/analyze data to generate Quantitative and Qualitative analysis Industry. Show more Show less