Quality Assurance Analyst I

We are looking for a highly skilled and experienced Quality Assurance Analyst to join our team in Bengaluru. The ideal candidate will have 2-5 years of experience in quality assurance, with expertise in call monitoring, coaching, and performance evaluation.

• Conduct call monitoring to ensure adherence to quality standards and identify areas for improvement.
• Develop and implement effective coaching strategies to enhance employee performance.
• Evaluate performance metrics to identify trends and opportunities for growth.
• Collaborate with team members to resolve customer complaints and concerns.
• Analyze data to identify process improvements and recommend changes.
• Provide feedback and guidance to employees on quality-related issues.

• Minimum 2 years of experience in quality assurance, preferably in a call center or customer service environment.
• Strong knowledge of quality assurance principles, including call monitoring, coaching, and performance evaluation.
• Excellent communication and interpersonal skills, with the ability to work effectively with diverse teams.
• Ability to analyze data and provide insights to inform business decisions.
• Strong problem-solving skills, with the ability to think critically and creatively.
• Experience with CRM software and other quality assurance tools is an asset.