Quality Analyst

Key Responsibilities:

• Maintain and develop internal quality standards.
• Assess interactions (calls, email, chat messages) based on established quality standards.
• Accompany evaluations with meaningful and constructive feedback.
• Discuss and explain feedback with agents in regular meetings.
• Recommend process improvements based on call evaluations and audit findings.
• Analyse all sales KPIs and how the team performance affects those KPIs.
• Participate calibration session to maintain consistency in internal evaluations.
• Map the need for training and onboarding programs and initiate these projects with complete ownership of closure.
• Create reports that reflect agent performance.
• Identify and resolve issues in the telesales workflow to enhance overall performance.

Competencies / skills required:

• Strong knowledge of quality assurance tools, methods, and concepts applicable to telesales.
• Sound knowledge of call centre tech solutions and softwares
• Familiarity with relevant standards and industry best practices in telesales.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving skills.
• Attention to detail and ability to work independently.
• Relevant certifications in quality assurance or related fields are a plus

Experience & Desired Qualifications required:

• 4-5 years of experience in Quality Assurance Specialist or in a similar role within a Telesales environment.
• Work experience in industries: Hospitality, Travel/ Hotel/ Tourism is preferred

Interested candidate can share their Cv on ananthakrishna.276@mahindraholidays.com