Quality Analyst

As a Quality Analyst - (Call Audit) in Gurgaon, your role involves high performance delivery on all quality parameters. Your key responsibilities include: - Auditing calls, chats/email interactions on Product/process, Communication and soft skills parameters. - Conducting audits and feedback for the targeted population to improve scores for training throughput or conversion. - Analyzing data and creating designated reports/decks. - Participating in calibrations to ensure consistent scoring & feedback delivery approach. - Communicating to raise awareness and emphasize the importance of positive customer experience. - Making recommendations and driving process improvement. - Assisting in reducing the learning curve and enhancing product/process knowledge of new joiners. - Ensuring internal policies, procedures, and compliance regulations are followed. - Interacting with customers/clients using process knowledge and highlighting key areas for improvement. - Preparing TNA, publishing, and executing for 100% closure. - Providing Real Time Support (Production/Live Support) on the floor as per business requirements. Desired Qualifications: - Prior experience in handling Quality for Outbound Sales accounts. - Understanding of Audit & Coaching processes. - Excellent writing and comprehension skills. - Strong verbal & written communication skills. - Technical knowledge of English communication - sentence construction, grammar, punctuation, etc. - Effective Presentation, Feedback & Coaching skills. - Hands-on experience with MS Office, preferably MS Excel and Power Point. - Customer orientation and Customer Service Attitude. - Effective problem-solving skills and high energy & enthusiasm. - Interpersonal skills and Teamwork. - Ability to handle/analyze data to generate Quantitative and Qualitative analysis. As a Quality Analyst - (Call Audit) in Gurgaon, your role involves high performance delivery on all quality parameters. Your key responsibilities include: - Auditing calls, chats/email interactions on Product/process, Communication and soft skills parameters. - Conducting audits and feedback for the targeted population to improve scores for training throughput or conversion. - Analyzing data and creating designated reports/decks. - Participating in calibrations to ensure consistent scoring & feedback delivery approach. - Communicating to raise awareness and emphasize the importance of positive customer experience. - Making recommendations and driving process improvement. - Assisting in reducing the learning curve and enhancing product/process knowledge of new joiners. - Ensuring internal policies, procedures, and compliance regulations are followed. - Interacting with customers/clients using process knowledge and highlighting key areas for improvement. - Preparing TNA, publishing, and executing for 100% closure. - Providing Real Time Support (Production/Live Support) on the floor as per business requirements. Desired Qualifications: - Prior experience in handling Quality for Outbound Sales accounts. - Understanding of Audit & Coaching processes. - Excellent writing and comprehension skills. - Strong verbal & written communication skills. - Technical knowledge of English communication - sentence construction, grammar, punctuation, etc. - Effective Presentation, Feedback & Coaching skills. - Hands-on experience with MS Office, preferably MS Excel and Power Point. - Customer orientation and Customer Service Attitude. - Effective problem-solving skills and high energy & enthusiasm. - Interpersonal skills and Teamwork. - Ability to handle/analyze data to generate Quantitative and Qualitative analysis.