Quality Analyst

Role & responsibilities

The QA will monitor inbound and outbound call and emails responses to assess
associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. • Conduct mock calls to associate and check their work on-call and ask some productrelated questions and analyse them. • Uses quality monitoring data management system to compile and track performance at team and individual level. • Participates in customer and client listening programs to identify customer needs and expectations. • Provides actionable data to various internal support groups as needed. • Coordinates and facilitates call calibration sessions for call center staff. • Provides feedback to call center team leaders and managers. • Prepares and analyses internal and external quality reports for management staff review

Preferred candidate profile

Must have good English listening skills, excellent verbal, written, and interpersonal
communication skills. • Must have Basic Computer knowledge and be proficient with MS Office (intermediate Word, basic excel) • Must be comfortable with early morning shifts. Solid time management skills • Minimum higher secondary education required, bachelor's degree a plus • Coordinate and report to the management. • Outstanding customer service skills and dedication to providing exceptional customer care. • Exceptional listening and analytical skills, creative ability, and writing proficiency. • Focus on quality and customer service. Develop and maintain Quality assurance procedures and documentation. • Must adapt well to change and successfully set and adjust priorities as needed • Must be a self-motivator and self-starter. • Ability to multitask and successfully operate in a fast-paced, team environment.