Quality Analyst

Job Description

The Quality Analyst is responsible for performing reviews/audits for email/chat/call transactions, publish weekly/monthly reports to highlight the areas of improvement. To be successful as a Quality Analyst, you should demonstrate strong attention to detail and have analytical and problem-solving abilities. Role and Responsibilities: The primary task of the quality analyst is transaction monitoring and providing actionable insights. Comprehensive documentation of every coaching opportunity. Share real-time feedback with the coach to ensure that corrective measures are taken. Participate in team huddles and share updates and best practices. Participate in calibration sessions and exchange ideas with team members to ensure that everyone is on the same page. Generate account specific Quality reports based upon predefined criteria and provide inputs to Operations. Supporting the Ops team with chats/tickets based on need. Publishing weekly/monthly reports based on the audits performed for the mentioned tenure. Participate in design of call monitoring formats and quality standards. Compile and track performance at team and individual level. Preferred candidate profile An analytical approach to spot and highlight areas of improvement. Good verbal, written, and interpersonal communication skills. Ability to utilize Microsoft applications, including Outlook, Word, Excel, and PowerPoint. Exceptional listening and analytical skills. Ability to manage time to meet multiple priorities and deadlines. Meticulous and Methodical approach in completing all deliverables. Familiarity with a variety of quality concepts, practices, and procedures. Ability to work well in a team environment. Dedication to providing exceptional customer service. Basic knowledge of Quality Management System.