Junior Quality Analyst

Nibav Home Elevators; Chennai District; On-site; INR 300,000 - 600,000; Full time

Job summary

Nibav Home Elevators in Chennai is seeking a Quality Assurance professional to audit, analyse, report, and drive improvements across customer support functions. You will monitor trends, track KPIs, and develop QA scorecards to guide performance, coaching, and adherence to processes.

Responsibility includes drafting QA policies, executing corrective actions, and empowering agents with feedback and emotional intelligence to enhance service quality and outcomes.

Qualifications

• 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.

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

Attention to detail

Communication skills

Data analysis

Interpersonal skills

Coaching

Call auditing

Presentation skills

Marathi

Hindi

Tools

MS Office

Job description

Roles 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 perfirmance 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 opB)rtunities 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 ermtional 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 rmnitoring Proficiency in MS Offce
• Good presentation skills
• Goal-oriented with alignment to company mission and vision
• Marathi, Hindi- Mandatory