Specialist - Quality Analyst

Role Overview:

As a Specialist Quality Analyst , you will play a critical role in ensuring service excellence by monitoring and reviewing customer interactions across channels. You will be responsible for auditing outbound calls and emails, identifying improvement opportunities, ensuring compliance, and coaching representatives to achieve quality and performance goals.

This role requires strong attention to detail, problem-solving skills, and the ability to mentor and support team members in delivering exceptional customer experiences.

Key Responsibilities:

• Conduct quality reviews of telephonic and email interactions to ensure adherence to service goals, standards, and compliance guidelines.
• Audit outbound sales calls and correspondence, evaluating performance, techniques, and adherence to frameworks and procedures.
• Verify that representatives are providing accurate, up-to-date information and following established processes.
• Summarize audit findings, prepare recommendations, and share insights with supervisors to support performance management decisions.
• Provide coaching, mentoring, and feedback based on audit outcomes, including weekly or ongoing performance reviews.
• Conduct call calibrations at regular cadence to ensure everyone is aligned and understands what good looks like, thus reducing variance amongst auditors.
• Assist in the transition and onboarding of new hires , ensuring a smooth move from training to production.
• Deliver refresher training sessions to reinforce product and process knowledge.
• Support escalation handling by preparing RCAs, providing data insights, or, if required, directly handling customer calls.
• Collaborate with training team and plan refreshers basis TNI from audits done
• Maintain up-to-date knowledge of policies, procedures, products, and compliance requirements.

Preferred Skills & Competencies:

• Strong attention to detail and analytical thinking.
• Excellent communication and coaching skills .
• Ability to manage performance and foster teamwork.
• Problem-solving and decision-making skills with a focus on root cause analysis.
• Customer-centric mindset with a commitment to service excellence.
• Strong organizational skills and ability to multitask in a fast-paced environment.
• Leadership and motivational abilities to guide and support team members.
• Proficiency with basic computer applications (MS Office, Google Suite, etc.).
• Creativity and adaptability when working under pressure.

What’s in it for You?

• A culture of continuous learning and growth with an entrepreneurial mindset.
• Comprehensive employee benefits , including health insurance, generous leave policies, Covid support, vaccination drives, well-being programs, grievance redressal, and flexible work arrangements.
• Opportunities for career acceleration , with fast-track growth for high-potential talent.
• Exposure to world-leading brands as clients.
• A workplace where 60%+ of leaders are homegrown , reflecting internal growth opportunities.
• Access to customized training programs designed for personal and professional development.
• An inclusive, equal-opportunity environment that embraces diversity and collaboration.