Process Quality Analyst

Designation: Quality Analyst

1. Job Brief:

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.

Roles & Responsibilities:

• 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.

2. Required Skills:

• 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.

Shift Timing:

3. Perks & Benefits:

✓ Daily & Monthly Incentives

✓ Health Insurance

✓ Attendance Bonus

✓ 5 Working Days

✓ US & UK Shifts

Interview Timings:

6:30 PM to 8:30 PM (Monday to Friday)