Posted:3 weeks ago|
Platform:
On-site
Full Time
We are seeking a Quality Analyst who will ensure that agents deliver service aligned with organizational standards. Effective quality assurance will enhance agent performance, improve customer experience, and increase close rates.
• Develop and execute test plans to meet all objectives.
• Implement and monitor test scripts to assess functionality, reliability, performance, and quality.
• Identify and resolve defects in the production process.
• Strong knowledge of QC tools and methodologies.
• Proficient in MS Office and report preparation.
• Provide feedback, suggest process improvements, and drive quality initiatives.
• Comfortable working night shifts and from the office.
• Excellent written and verbal communication skills.
• Conduct audits as per defined guidelines and sampling methods.
• Preference for candidates with international process experience.
• Ability to drive process improvement initiatives.
• Identify gaps, provide feedback, conduct call calibrations, refresher sessions, and prepare audit reports.
✓ Daily & Monthly Incentives
✓ Health Insurance
✓ Attendance Bonus
✓ 5 Working Days
✓ US & UK Shifts
BROCUS IT SOLUTIONS PVT LTD
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