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Quality Auditor

Quality Auditor

upGrad

1 - 5 years

0 Lacs

maharashtra

Posted:6 days ago| Platform: Shine logo

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Skills Required

sales customer service quality tools performance management audit reports training process improvement product knowledge quality analyst customer interactions transaction audits agent feedback training needs identification

Work Mode

On-site

Job Type

Full Time

Job Description

The Quality Analyst (Calls and Emails) position in the Working Professional business unit at Marol, Mumbai requires a minimum of 1 year of experience. As a Quality Analyst, your primary focus will be on ensuring and improving the quality of customer interactions in sales or customer service processes. This involves conducting audits of transactions, providing feedback to agents, identifying training needs, and working with internal teams to enhance performance, customer satisfaction, and sales outcomes. Additionally, you will be responsible for proactively identifying process gaps and utilizing quality tools to drive continuous improvement. Your key responsibilities will include performing audits on calls and emails following specific guidelines, managing the transaction quality framework, providing individual feedback to agents, preparing and sharing audit reports internally, collaborating with the training team to improve call, email, and chat quality, identifying and escalating process or product-related issues, and developing strategies to enhance team performance, customer satisfaction, and sales conversions. Applicants for this role must hold a graduate degree in any discipline, have at least 1 year of tenure at upGrad, possess prior experience in customer service or sales processes, and demonstrate proficiency in using the 7 QC tools.,

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Quality Auditor