Quality Analyst

What We Offer:

• Transportation allowance
• Canteen Subsidy
• Night Shift allowance as per process
• Schedule Attendance Bonus
• Health Insurance
• Tuition Reimbursement
• Incentive components campaign wise
• Work Life Balance Initiatives
• Rewards & Recognition
• Internal movement through IJP

What You’ll Be Doing:

• Completes quality audits in accordance with current campaign guidelines and uses designated tools to ensure targets are met and turnaround times are adhered to with defined accuracy standards
• Auditing sales chat
• Provides written and verbal feedback to leaders/operations/clients on quality scores with areas of opportunities at agent, process and campaign level
• Provides necessary feedback to operations or clients to ensure critical compliance and behaviour issues are reported or escalated, including unethical actions
• Assist Leaders with improving customer interactions, sharing feedback on calibration calls and provide input for recommendations
• Assists with routine and ad hoc requests
• Supports projects and initiatives within the department
• Maintains confidentiality of all reports, files, schedules, databases, and documents; as well as all customer and proprietary information
• Sends data and reports to account stakeholders if needed
• Be open and responsive to consistent coaching; take an active role in performance planning and goal setting.
• Be flexible in an environment by championing and embracing change

What We Expect You To Have:

• Graduate or equivalent
• Minimum 1-year work experience; Quality experience is an added advantage
• Computer proficiency in MS Office
• Flexible in working hours is a must
• Good oral & written English skills and interpersonal communication skills
• Exceptional listening and analytical skills
• Ability to effectively organize, prioritize, multi-task and manage time
• Ability to work independently
• Excellent attention to detail
• Ability to exercise strict confidentiality in all matters