Quality Analyst (Call Audit)

Job Description

Role brief: As a Quality Analyst at FREED, you will be responsible for recommending, implementing and monitoring preventive and corrective actions to ensure the Quality Assurance Standards are constantly maintained. Role description: Audit associate calls and share timely feedback. Assess gaps that hinder service and conversion impacting overall quality of the call. Maintain and contribute to overall Quality through direct communication and support from Training. Liaise with Operations to understand pain areas on a weekly and monthly basis to plan audit behaviour and frequency. Publish reports on a daily, weekly, monthly on associate/team performance to keep all leaders informed. Conduct an RCA and publish an RCA report or mail to Operations Manager in case of client escalation. Inform Training of all client/customer escalations to enable intervention and add takeaways to the curriculum. Run reward and recognition-based audit programs in association with Operations. Encourage the associates perform better through correct feedback technique and constant presence/interaction on the production floor. Conduct continuous internal/external calibrations and publish variance report as per requirement. Key skills: • Customer driven mindset • Willingness to contribute meaningfully to the process • Ownership and accountability • People skills • Excellent feedback, coaching and communication skills • Eye for detail (TNA) • Organising and basic data analysis skills • Prioritisation and Time management • Typing, computer and navigation skills • Working knowledge of Excel Experience • Minimum 2+ year of relevant experience in a similar industry or BPO • Experience of working a voice-based process. • Working knowledge of Quality tools and Metrics will be an advantage.