QA Analyst

Overview

The QA Analyst assesses the quality of associate performance across inbound and outbound calls and email responses. The role supports quality processes, audits, training improvements and customer experience enhancement.

What you'll do

• Monitor inbound and outbound calls and email responses to assess associates’ demeanor, technical accuracy, customer service performance and conformity to company policies and procedures.
• Coordinate the activities of applicable departments to ensure that all quality deadlines are met.
• Support the efforts of senior management and operations.
• Create uniform and consistent procedures and systems across all aspects and areas of 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 malpractice by an Agent identified in the audit process so that training or disciplinary action may be undertaken as appropriate.
• Record and communicate changes to the Quality Management System to all affected departments within the Company.
• 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.
• Assist in developing, creating and implementing call center quality processes and procedures.
• Make recommendations for enhancements to training materials to enhance the overall customer’s experience.
• Champion company core values and other company programs.
• Perform other duties as assigned.

What you'll need

• High School Diploma or Equivalent.
• College Diploma or University Degree.
• Minimum six months BGO experience in an Agent position or equivalent work experience.
• Previous quality-related experience within or outside of the Company.
• There are no personal certification, licensing, or registration requirements for this job.

Details

• Location: Gurgaon, India.
• Reports to: QA Team Leader.