Quality Analyst ( Operations ) (Rajasthan)

PURPOSE OF THE POSITION We are looking for a detail-oriented Quality Analyst to join our team. The ideal candidate will have strong analytical and communication skills, with the ability to evaluate customer interactions, identify performance gaps, and ensure adherence to quality standards and company policies. This role involves monitoring calls and emails, conducting audits and calibrations, and providing actionable feedback to improve customer experience and team performance in a quick-paced environment. KEY ACCOUNTABLIITIES
- The QA will monitor inbound and outbound calls and email responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.
- Conduct mock calls with associates, review their on-call performance, ask product-related questions, and analyse responses.
- Use the quality monitoring data management system to compile and track performance at team and individual levels.
- Participate in customer and client listening programs to identify customer needs and expectations.
- Provide actionable data to various internal support groups as needed.
- Coordinate and facilitate call calibration sessions for call centre staff.
- Provide feedback to call centre team leaders and managers.
- Prepare and analyse internal and external quality reports for management review. YOUR SKILLS AND EXPERIENCE
- Good English listening skills, along with excellent verbal, written, and interpersonal communication skills.
- Basic computer knowledge and proficiency in MS Office (intermediate Word, basic Excel).
- Comfortable working early morning shifts with solid time management skills.
- Minimum higher secondary education required; a bachelors degree is a plus.
- Ability to coordinate and report to management.
- Outstanding customer service skills and dedication to providing exceptional customer care.
- Strong listening and analytical skills, creative ability, and writing proficiency.
- Focus on quality and customer service, with the ability to develop and maintain quality assurance procedures and documentation.
- Ability to adapt to change and effectively adjust priorities as needed.
- Self-motivated and proactive.
- Ability to multitask and operate successfully in a fast-paced team environment. Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying. Apply on Kit Job: kitjob.in/job/4nao67