Quality Analyst

Aviva India

2 - 6 years

3 - 8 Lacs

gurugram

Posted:11 hours ago| Platform:

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Skills Required

call audit quality audit call monitoring call quality call calibration quality assurance

Work Mode

Work from Office

Job Type

Full Time

Job Description

Roles and Responsibilities:

Develop and maintain internal support and call center quality standards Review a subset of sales agents' interactions (calls, emails, chats, etc.) Provide meaningful and constructive feedback on evaluations Discuss and explain feedback with agents in regular meetings Create strategies to improve support KPIs Assist agents in enhancing their performance through specific guidance and ongoing support Identify training and onboarding needs and initiate related projects Generate reports that reflect support performance Report the support teams performance to senior management Participate in calibration sessions to ensure consistency in internal evaluations Contribute positively to team culture.

An ideal candidate should have:

Minimum 2 years of hands-on experience in quality assurance within customer service or sales Proven track record of analytical skills Strong communication skills, including the ability to deliver (negative) feedback effectively Excellent people skills and the ability to build rapport Good organizational skills and knowledge of goal-setting practices Experience with data visualization and understanding of support metrics Problem-solving capabilities to create meaningful strategies to improve.

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