Quality Analyst

Role Overview: As a Quality Analyst specializing in Call Audit, your main responsibility will be to ensure high performance delivery on all quality parameters. You will be auditing calls, chats/email interactions on various parameters such as Product/process, Communication, and soft skills. Your role will also involve conducting audits and providing feedback to improve scores for training throughput or conversion. Additionally, you will be responsible for data analysis, preparing designated reports/decks, participating in calibrations, and communicating effectively to enhance customer experience. Furthermore, you will play a key role in driving process improvements, reducing the learning curve for new joiners, and ensuring compliance with internal policies and procedures. Your real-time support on the production/live floor will be crucial as per business requirements. Key Responsibilities: - Audit calls, chats/email interactions on various parameters - Conduct audits and provide feedback for improvement - Perform data analysis and create reports/decks - Participate in calibrations for consistent scoring - Communicate to enhance customer experience - Make recommendations for process improvement - Reduce learning curve for new joiners - Ensure compliance with internal policies and procedures - Provide real-time support on the floor as required - Prepare TNA and execute for closure Qualifications Required: - Prior experience in handling Quality for Outbound Sales account - Understanding of Audit & Coaching processes - Excellent writing and comprehension skills - Strong verbal and written communication skills - Technical knowledge of English communication - Proficiency in MS Office, especially MS Excel and Power Point - Customer orientation and service attitude - Effective problem-solving skills and high energy - Interpersonal skills and teamwork abilities - Ability to handle and analyze data for quantitative and qualitative analysis (Note: The JD does not include any additional details about the company.),