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Quality Analyst

Quality Analyst

Great Learning

1 - 3 years

0 Lacs

gurugram

Posted:4 hours ago| Platform:

Apply

Skills Required

call monitoring call quality call audit quality analysis call calibration quality check quality assurance

Work Mode

Work from Office

Job Type

Full Time

Job Description

The Role

Participates in design of call
Performs call monitoring according to monitoring formats & quality standards and

provides trend data to the management team.

Uses a quality monitoring data management system to compile and track performance

at team and individual level.

Performs monitors of Inside Sales email responses.
Participates in customer 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 staff.
Provides feedback to team leaders and managers help them to sync better within the

team

Prepares and analyzes internal and external quality reports for management staff

review.

Perform PIP calibration sessions and other duties as assigned.

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