Senior QA

Job Title Quality Analyst (Bangalore)

We are currently looking for a full time Quality Analyst to join our Quality Team. As a Quality Analyst you will need to constantly monitor the calls/chats/emails and share feedback. You will be responsible for observing the persuasiveness of the agents. You will also help in developing programs to evaluate the performance of the agents and improve the overall performance of the team.

Roles and Responsibilities:

• Monitor calls/chats/emails to assess performance and quality of the agents
• Provide constructive feedback and coaching
• Provide actionable insights to the Operations Team
• Developing Evaluation Programs for agents
• Keeping Record of feedback provided to agents
• Analyzing training, calls & scrubbing data will be part of your routine
• Conduct regular joint discussions (Call Calibrations) on a weekly basis
• Conduct Daily/Weekly huddles to share process updates with teams
• Interact with Team Leads/Mentors to devise plans for better performance as an organization

Desired Candidate Profile:

• Excellent Verbal and Written Communication
• Team player with good interpersonal and solution-oriented attitude
• Ability to think independently and make decisions
• Eager to learn new things and implement innovative ideas
• Persistent and Problem-solving abilities
• Organizational and time-management skills
• Proficiency in MS Office (MS Excel, PowerPoint, MS Word etc.) and Google suite (Sheets, Slides etc)
• Ability to understand, interpret, and communicate with data

Mandatory Requirement:

• Minimum of 2 years of overall experience in customer service/experience, including 1 year as Quality analyst or Quality management.
• Minimum Qualification: Graduation in any Stream
• Candidate work experience background should be from International BPO