Quality Assurance Analyst

Overview

Quality Assurance Analyst responsible for assessing the quality of call center associates’ performance, including calls and email responses, against company policies and procedures.

What you'll do

• Monitor inbound and outbound calls to assess demeanor, technical accuracy, customer service, and policy adherence.
• Monitor email responses for quality and conformity to company policies and procedures.
• Design call monitoring formats and quality standards.
• Compile and track performance at team and individual levels using a quality monitoring data management system.
• Provide trend data and actionable information to site management and internal support groups.
• Coordinate call calibration sessions and provide feedback to team leaders/managers if required.
• 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 verbal, written, and interpersonal communication skills.
• Solid analytical skills and technical comprehension.
• Excellent problem-solving and issue resolution.
• Outstanding written and verbal communication.
• Exceptional interpersonal skills and customer care.

Details

• Location: Bangalore, Karnataka, India (from ATS location line).