QA Analyst

Overview

The QA Analyst assesses the quality of associates' performance in customer interactions, monitoring inbound and outbound calls and email responses for demeanor, technical accuracy, customer service and policy conformity, and helps develop call center quality processes and training materials.

What you'll do

• Coordinate the activities of applicable departments to ensure all quality deadlines are met
• Support the efforts of senior management and operations
• Create uniform and consistent procedures and systems across Company functions
• Produce and analyze statistical data for Company incentive programs
• Complete random audits on client portfolios or specific agents and review results with the appropriate MC or senior management
• Notify the appropriate MC or senior management of any agent malpractice identified in audits so training or disciplinary action may be undertaken
• Record and communicate changes to the Quality Management System to all affected departments
• Work with employees in each department to improve systems and processes
• Conduct audits of Quality Management System processes to ensure systems are in place and identify areas of non-conformance
• Identify opportunities for training on quality processes and ensure staff are trained and tested to meet Company requirements
• Champion company core values and other company programs
• Perform other duties as assigned

What you'll need

• High School Diploma or Equivalent, or College Diploma or University Degree
• Minimum six months BGO experience in an Agent position or equivalent work experience, and previous quality-related experience within or outside of the Company

Details

• Location: Gurgaon, India
• Reports to: QA Team Leader
• No personal certification, licensing, or registration requirements