Junior Quality Analyst-Call audit

Nibav Lifts; Chennai District; On-site; INR 350,000 - 550,000; Full time

Job summary

Nibav Lifts seeks a Quality Assurance Analyst to audit, analyze, and improve QA standards across customer support. You will develop QA scorecards, monitor KPIs, and provide constructive feedback to agents to lift performance while ensuring compliance with internal processes.

Role requires Marathi and Hindi language proficiency and strong data analysis skills, with a focus on detailed reporting and continuous process improvement within a fast-moving service environment.

Qualifications

• Attention to detail and accuracy in QA tasks.
• Strong verbal and written communication skills.
• Good data analysis and statistical aptitude.
• Coaching and interpersonal abilities.
• Experience in call auditing and call monitoring.
• Proficiency in MS Office.
• Good presentation skills.
• Goal-oriented with alignment to company mission and vision.

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.

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 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