Voice Process Quality Analyst - Customer Care

Job Summary

We are looking for QA Analyst with 1 - 3 years of relevant experience. As a QA Analyst you will be required to ensure 100% audit of calls and data points that determine the quality standards are met as per project requirement. More details below.

Responsibilities and Duties

Audit Voice and Non-voice leads to ensure Compliance with project requirements

Prepare, Maintain & Publish internal and external quality reports

Track campaign / project progress and Audit Queues to ensure timely Deliveries

Ownership of audit completion within the TAT to meet deliverables

Maintain Audit SOPs and conduct regular calibrations with the Operations team

Partner with Operations to conduct Timely refreshers and training

Conduct trend analysis and provide insights for process enhancement

Investigate escalations for root cause and suggest preventive measures

Maintain Productivity reports and tracking KPIs

Languages - Fluency in English, Hindi, Marathi along with a South Indian language

Please contact on 8888702407 (Rahul Sengupta)

Job Type: Full-time

Pay: ₹30,000.00 per month

Benefits:

• Health insurance
• Paid sick time
• Provident Fund

Application Question(s):

• Are you an immediate joiner?

Education:

• Bachelor's (Required)

Experience:

• QA: 1 year (Required)

Language:

• English (Preferred)

Work Location: In person