Quality Analyst

Job Description

Company Description AVS Holidays Pvt. Ltd. is a global travel booking agency offering a range of choices in flights, hotels, cruises, and cars for travelers worldwide. We provide real-time access to travel inventory, ensuring a hassle-free booking experience for multiple travel agencies register ed in the USA. Our services include easy post-booking modifications, cancellations, and last-minute itinerary adjustments, making travel planning smooth and convenient. Please read the Job Description Carefully before applying Job Overview We are seeking a meticulous and experienced Quality Analyst to join our team, focusing on auditing calls and providing constructive feedback to agents in our US-based processes. The ideal candidate will have a strong background in call center operations, particularly within the US market, and possess the skills to identify performance gaps, ensure compliance with quality standards, and drive continuous improvement. Key Responsibilities Call Auditing: Monitor and evaluate inbound and outbound calls to ensure adherence to company standards and client requirements. Performance Feedback: Provide timely and actionable feedback to agents, highlighting strengths and areas for improvement to enhance overall performance. Error Identification: Identify recurring errors or compliance issues in agent calls and collaborate with team leads to implement corrective actions. Reporting: Prepare detailed reports summarizing audit findings, trends, and areas for improvement. Provide regular updates to management and stakeholders. Training Support: Assist in the development and delivery of training programs aimed at improving agent performance and quality standards. Process Improvement: Collaborate with cross-functional teams to identify process improvements that can enhance the overall quality of customer interactions. Compliance Monitoring: Ensure that all customer service activities comply with legal and regulatory requirements specific to the US market. Qualifications Education: Bachelor’s degree or equivalent experience in a related field. Experience: Minimum of 2 years as a Quality Analyst in a US-based call center environment. Skills: Strong analytical and problem-solving abilities. Excellent verbal and written communication skills. Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint). Familiarity with call monitoring and quality management tools. Knowledge: Understanding of US call center operations, quality assurance processes, and industry regulations. Working Conditions Schedule: Rotational shifts to align with US business hours. Location: Office-based in New Delhi, India. Performance Management: Show more Show less