Quality Assurance Analyst

Overview

Quality Assurance Analyst to assess call center performance for associates handling existing and potential customers.

What you'll do

• Monitor inbound and outbound call and email responses to assess demeanor, technical accuracy, customer service performance, and adherence to company policies.
• Develop, create, and implement call center quality processes and procedures.
• Compile and track performance at team and individual levels using a quality monitoring data management system.
• Perform call monitoring and provide trend data to the site management team.
• Coordinate and facilitate call calibration sessions for call center staff.
• Prepare and analyze internal and external quality reports for management review.

What you'll need

• Minimum 2 years of call center experience.
• Bachelor’s degree or equivalent.
• Excellence in verbal, written, and interpersonal communication skills.
• Solid analytical skills and technical comprehension.
• Excellent problem-solving and issue resolution.
• Excellent written and verbal communication.
• Exceptional interpersonal skills and customer care.

Details

• Location: Bangalore, Karnataka, India.