Sr Associate/ Asst Manager - Quality Analyst

Role Overview: You will be joining our team in Noida as a Sr Associate/Asst Manager - Quality Analyst. Your main responsibility will be to ensure the highest standards of quality in our Contact Centre Operations. You will play a crucial role in driving business growth and excellence by conducting call audits, analyzing metrics, and leading quality improvement initiatives. Key Responsibilities: - Conduct call audits and quality checks to maintain quality standards - Analyze call centre metrics and generate reports for identifying areas of improvement - Develop and execute quality improvement plans to enhance business excellence - Collaborate with the team for smooth day-to-day operations - Identify trends in customer interactions to support business decisions - Design and implement training programs to improve customer experience - Align quality objectives with business goals in coordination with the management team Qualifications Required: - 3 to 15 years of experience as a Quality Analyst - Proven track record in delivering quality improvement projects - Strong analytical and problem-solving abilities - Excellent communication and leadership skills - Proficiency in 7Qc tools for Quality Assurance and Analysis - Familiarity with call center metrics and reporting - Understanding of customer experience and its impact on business Company Additional Details: The company operates in the ITES/BPO/KPO industry and is looking for a candidate with a Bachelor's Degree for this full-time, permanent position. Please note that the Job Code for this position is GO/JC/1010/2025, and you will be in touch with the Recruiter Subashini throughout the recruitment process. Role Overview: You will be joining our team in Noida as a Sr Associate/Asst Manager - Quality Analyst. Your main responsibility will be to ensure the highest standards of quality in our Contact Centre Operations. You will play a crucial role in driving business growth and excellence by conducting call audits, analyzing metrics, and leading quality improvement initiatives. Key Responsibilities: - Conduct call audits and quality checks to maintain quality standards - Analyze call centre metrics and generate reports for identifying areas of improvement - Develop and execute quality improvement plans to enhance business excellence - Collaborate with the team for smooth day-to-day operations - Identify trends in customer interactions to support business decisions - Design and implement training programs to improve customer experience - Align quality objectives with business goals in coordination with the management team Qualifications Required: - 3 to 15 years of experience as a Quality Analyst - Proven track record in delivering quality improvement projects - Strong analytical and problem-solving abilities - Excellent communication and leadership skills - Proficiency in 7Qc tools for Quality Assurance and Analysis - Familiarity with call center metrics and reporting - Understanding of customer experience and its impact on business Company Additional Details: The company operates in the ITES/BPO/KPO industry and is looking for a candidate with a Bachelor's Degree for this full-time, permanent position. Please note that the Job Code for this position is GO/JC/1010/2025, and you will be in touch with the Recruiter Subashini throughout the recruitment process.