Quality Analyst

Mobikwik

3 - 6 years

3 - 5 Lacs

gurugram

Posted:None| Platform:

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Skills Required

quality audit call monitoring quality monitoring qc tools call audit call calibration 7qc

Work Mode

Work from Office

Job Type

Full Time

Job Description

What you'll do:

Ensure that calls and emails follow organizational standards, policies, and procedures
Customer Satisfaction Monitoring
Adherence to Compliance Standard
Monitor metrics such as first-call resolution (FCR), average handle time (AHT), and email response times.
Maintain accurate and timely records of audits, evaluations, and feedback
Provide constructive feedback to agents to improve performance
Address and discuss issues and proposed solutions with superiors.
Document quality assurance activities and create audit reports.
Make recommendations for improvement.
Create training materials and operating manuals (if required)

What you'll possess:

Proven work experience as a Quality Auditor Specialist or similar role
Working knowledge of tools, methods, and concepts of quality assurance
Basic knowledge of 7QC tools
A Quality Analyst must be able to identify patterns, trends, and discrepancies in communication to ensure that service standards are met.
Good communication skills, both verbal and written
Strong attention to detail
Relevant training and/or certifications as a Quality Auditor or Specialist

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