Quality Analyst (Call Audit)

Role brief:

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.