Quality Analyst (QA)

**Job Description:** As a Quality Assurance Analyst, your role will involve monitoring and evaluating agent performance by listening to call recordings, analysing transcripts, and ensuring adherence to quality standards. You will be responsible for data analysis, tracking key performance indicators (KPIs), identifying trends, and generating reports to highlight areas for improvement. Key Responsibilities: - Listen to call recordings and analyse transcripts to evaluate agent performance - Track KPIs, identify trends, and generate reports for improvement - Provide constructive feedback to agents and implement coaching strategies - Contribute to the development of new quality assurance processes - Ensure compliance with industry regulations and company policies Qualifications Required: - Strong analytical and problem-solving skills - Excellent communication skills for feedback and reporting - Customer-centric mindset with focus on satisfaction - Knowledge of call centre operations and technology - Coaching and training skills for agent development **Company Details:** The company offers health insurance and provident fund benefits to employees. The work schedule includes day shifts, rotational shifts, and weekend availability. The work location is in person. For further inquiries, you can contact the employer at +91 9773354658.,