Quality Analyst

Overview

Quality Analyst responsible for conducting quality audits and evaluations, coaching teammates, and ensuring evaluation targets are met.

What you'll do

• Run audits or evaluations of calls, interactions, and transactions.
• Coach aligned teammates on performance improvement for campaign-specific work.
• Report performance metrics for an aligned span on a daily/weekly/monthly basis.
• Provide inputs and audit-based basis for briefings and training.
• Identify and escalate potential quality issues per defined process.
• Isolate and report defects, and verify defect fixes.
• Suggest process/system improvements based on common customer concerns.

What you'll need

• Graduate of any course (preferred).
• Basic understanding of “Types of companies, Promoter Holdings & adherence to government regulations”.
• Must have worked in customer service (voice and back office experience preferred).
• At least one-year work experience as a Quality Analyst (preferred).
• Basic skills in Excel or Google Sheets.
• Problem-solving skills.
• Proficiency in English language (C1/C2 preferred).

Details

• Location: Hyderabad, India (Coworking).