Quality Analyst

As a Call Quality Analyst at our Gurgaon location, you will play a crucial role in enhancing customer experience, driving process excellence, and translating insights into actionable strategies. Your primary responsibility will be to maintain high performance standards across all quality parameters. Your day-to-day tasks will involve auditing chat/email interactions to assess product knowledge, process efficiency, communication effectiveness, and soft skills. You will provide constructive feedback and coaching to enhance training throughput and conversion rates. Additionally, you will be responsible for analyzing data, generating reports, and creating presentations to monitor progress and identify areas for improvement. Collaboration is key in this role, as you will participate in calibration sessions to ensure scoring consistency, drive customer-centric initiatives, and spearhead process improvement projects. You will also be involved in preparing and executing training needs analysis (TNA) plans to ensure comprehensive skill development and 100% closure of identified gaps. To excel in this position, you should have 1.5 to 2.5 years of experience in Quality Analysis within the BPO or Customer Support industry. A strong understanding of auditing and coaching practices is essential, along with exceptional written and verbal communication skills. Proficiency in MS Excel and PowerPoint is required for data analysis and reporting purposes. An analytical mindset, along with the ability to derive meaningful insights from data, will be advantageous. If you are highly energetic, customer-oriented, and a collaborative team player, we encourage you to apply for this role. Join us in our mission to uphold internal compliance and quality standards while fostering a culture of continuous improvement and excellence. Share your resume with us at amulyavaish@paisabazaar.com and take the next step in your career journey.,