Quality Analyst

Cashify

2 - 4 years

3 - 4 Lacs

gurugram

Posted:-1 days ago| Platform:

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Skills Required

call audit quality audit call monitoring

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Here's what you'll do:

Audit tickets (Chat, Email, Calls) to measure Quality Score% metric and to ensure adherence to the defined ticket handling guidelines
Audit Customer responses received through surveys to identify process improvement areas
Analyze the root cause for the defects identified through the audits using basic quality tools
Documenting agent behavior and giving appropriate feedback to agents
Conducting daily/weekly briefings, refresher sessions basis TNI on a regular basis
Facilitating and contributing to calibration sessions to gauge understanding of agents and auditors
Preparing and analyzing internal and external quality reports
Training new hires on all quality metrics and guidelines
Proactively giving process recommendations to help reduce errors

Skills & Requirements:

Priori 1+ years experience as a Quality Auditor
Bachelor’s degree in business administration, Management, or related field
Excellent Feedback, Coaching and Communication skills
Excellent listening, reading and analytical skills
Strong time management skills
Flexibility to work during weekends and late shifts if required

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