Quality Analyst (Transactional)

As a Quality Analyst based in Gurgaon, you will be 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. - Allocating calls to the team, considering centers, agents, and the number of calls ratio. - Maintaining a daily report of productivity, AHT, and center balance. - Managing, maintaining, and disseminating updates for the process. - Conducting audits for new trainees and providing feedback to them. - Providing floor support and assisting the team in OJT to ensure they are well-prepared with the necessary knowledge and techniques. - Participating in fortnightly calls with business partners, addressing process-related questions and resolving any doubts. - Maintaining a query tracker for process-related queries and coordinating with clients for resolution. Key Requirements: - Minimum of 3 years of experience in a BPO QA role. - Graduation in any stream. - Understanding of quality aspects and functions of quality.,