Quality Analyst (Transactional)

Location: Gurgaon (Work from office) Shift Timings: Rotational (24*7) The Quality Analyst is responsible for day to day operations related to quality, audit, process control and improvement. Key Responsibilities Auditing calls of US representatives & collecting vital data that supports in taking strategic decisions. Allocate calls to team, keeping in mind centers, agents & number of calls ratio. Maintain daily report of productivity, AHT & center balance. Manage, maintain and disseminate updates for the process. Audits for new trainees and sharing feedback with them. Provide floor support & support team in OJT to ensure they hit the floor with proper Knowledge & techniques. Take fortnightly calls with business partners, ask questions pertaining to process and clear the doubt if any. Maintain query tracker for the process related queries and interact with the client for the same Key Requirements Minimum 3 years of experience in BPO QA role Graduate in any stream Should have understanding on Quality aspects and functions of Quality