Quality Analyst / Quality Auditor

Logix Incorporation is delighted to offer a rewarding career opportunity for the position of Quality Analyst.

Position Details:

- Working Hours: 10.5 hours per day, 6 days a week
- Salary: To be discussed after your interview and performance evaluation.

Location: Work from Home (Remote)

The Quality Analyst / Quality Auditor is responsible for ensuring high-quality standards in call center operations by auditing calls, monitoring lead conversion ratios, verifying lead disposition/tagging accuracy, and providing constructive feedback to agents. This role focuses on enhancing overall campaign quality, adherence to company SOPs, and improving performance outcomes.

Key Responsibilities:

Call Auditing:

- Review calls to ensure compliance with company standards, processes, and professionalism.

Lead Conversion Monitoring:

- Track and analyze lead conversion rates to assess performance.

- Verify the accuracy of lead disposition and tagging.

Feedback Management:

- Provide constructive feedback to agents based on audit findings.

- Share detailed performance reports with management.

SOP Compliance:

- Ensure agents follow approved processes, guidelines, and scripts during calls.

Professionalism Evaluation:

- Assess call quality for key factors, including clarity, tone, and customer engagement.

Reporting:

- Maintain comprehensive records of audits, conversion analyses, and feedback reports.

- Prepare detailed reports on campaign performance and quality metrics.

Training Support:

- Identify training needs based on agent performance gaps.

- Assist in the development of skills to improve agent performance.

. Continuous Improvement:

- Proactively suggest process improvements to enhance quality and efficiency.

- Stay updated on industry best practices to implement innovative quality strategies.

Collaboration:

- Work closely with cross-functional teams to implement quality initiatives and meet organizational goals.

Ad-hoc Audits:

- Conduct additional audits as needed.

- Participate in special projects or quality improvement campaigns.

Required Skills & Qualifications:

- Comprehensive knowledge of call center operations and quality assurance processes.

- Strong attention to detail and analytical skills.

- Proficiency in using CRM and lead management systems.

- Excellent communication, interpersonal, and reporting skills.

Preferred Qualifications:

- Proven experience in a Quality Assurance or call auditing role within a call center environment.

- Certification in Quality Assurance or a related field is a plus.

If you are interested in this opportunity, please submit your resume to kabirhaldar4444@gmail.com. For any inquiries or to express your interest via WhatsApp, please contact8448399673. Include "Quality Analyst - [Your Name]" in your message.

We are excited to potentially welcome you to the team and look forward to reviewing your application.

Best regards,
Logix Incorporation