Senior Associate / Assistant Manager - Quality Analyst

We are seeking an experienced Quality Analyst to join our team in Noida. The ideal candidate will have a strong background in Quality Assurance, Quality Analysis, and Customer experience. The successful candidate will be responsible for ensuring the highest standards of quality in our Contact Centre Operations and will play a vital role in driving business growth and excellence.

Responsibilities

• Conduct call audits and quality checks to ensure adherence to quality standards
• Analyze call centre metrics and create reports to identify areas for improvement
• Develop and implement quality improvement plans to drive business excellence
• Collaborate with the team to ensure seamless day-to-day operations
• Identify trends and patterns in customer interactions to inform business decisions
• Develop and lead training programs to enhance customer experience
• Work closely with the management team to align quality objectives with business goals

Requirements

• 3 to 15 years of experience in Quality Analyst
• Proven track record of delivering quality improvement initiatives
• Strong analytical and problem-solving skills
• Excellent communication and leadership skills
• High level of expertise in 7Qc tools for Quality Assurance and Quality Analysis
• Experience with call centre metrics and reporting
• Strong understanding of customer experience and its impact on business

Contact Person- Subashini

Email id- subashini@gojobs.biz