Junior Quality Analyst

Nibav Lifts; Chennai District; On-site; INR 500,000 - 700,000; Full time

Job summary

Nibav Lifts is seeking a Quality Assurance professional to audit, analyse, report, and implement improvements to maintain QA standards. You will monitor customer support trends, track KPIs, and develop QA scorecards for agents.

The role includes coaching teams, providing feedback, and ensuring adherence to processes with a focus on empathy during evaluations. The ideal candidate will have a Quality Control Certification, strong data analysis skills, and excellent communication, with proficiency

Qualifications

• Quality Control Certification is a plus.
• Strong attention to detail and accurate work.
• Strong data analysis and statistical aptitude.
• Excellent verbal and written communication.
• Experience in call auditing and monitoring.
• Proficiency in MS Office and data presentation.

Responsibilities

• Audit, analyse, report, and recommend improvements to ensure QA standards are met.
• Implement and monitor preventive and corrective actions.
• Monitor and analyse customer support trends and performance metrics.
• Track and record KPIs across departments.
• Develop and maintain agent performance measurement criteria (QA scorecards).
• Assess agent performance regularly and provide constructive feedback.
• Ensure adherence to quality standards and internal processes.
• Compile and analyse statistical data, including KPIs and performance reports.
• Identify process improvement opportunities and implement internal quality strategies.
• Draft and execute quality assurance policies and procedures.
• Provide coaching and guidance to agents for performance improvement.
• Demonstrate empathy and emotional intelligence during evaluations.

Skills

Quality Assurance

Call Auditing

Data Analysis

Communication Skills

Coaching

Education

Quality Control Certification

Tools

MS Office

Job description

Role & responsibilities

• Audit, analyse, report, and recommend improvements to ensure quality assurance standards are achieved.
• Implement and monitor preventive and corrective actions.
• Monitor and analyse customer support trends and performance metrics.
• Track and record KPIs across various departments.
• Develop and maintain agent performance measurement criteria (QA scorecards).
• Assess agent performance regularly and provide constructive feedback.
• Ensure adherence to quality standards and internal processes.
• Compile and analyse statistical data, including KPIs and performance reports.
• Identify process improvement opportunities and implement internal quality strategies.
• Draft and execute quality assurance policies and procedures.
• Provide coaching and guidance to agents for performance improvement.
• Demonstrate strong empathy and emotional intelligence while handling evaluations.

Skills & Qualifications Required:

Quality Control Certification (added advantage)

Strong attention to detail Excellent verbal and written communication skills

Strong data analysis and statistical aptitude

Good interpersonal and coaching skills

Experience in call auditing and call monitoring Proficiency in MS Office Good presentation skills

Goal-oriented with alignment to company mission and vision

Marathi, Hindi- Mandatory