QA Professional

Kriyalogic Technologies; Dadri; On-site; INR 350,000 - 550,000; Full time

Job summary

Kriyalogic Technologies in India is seeking a Quality Analyst to monitor customer interactions across calls, chats, and emails and ensure compliance with defined quality parameters. You will conduct audits, prepare reports, and provide actionable feedback to operations teams to enhance service quality.

The role includes identifying process gaps, tracking quality trends, and coordinating calibration sessions with QA and operations leaders to drive continuous improvement and uphold company

Responsibilities

• Monitor and evaluate customer interactions, including calls, chats, and emails, as per defined quality parameters.
• Conduct regular quality audits and provide accurate feedback to operations teams.
• Identify process gaps, quality issues, and areas for improvement.
• Prepare and maintain quality reports and performance dashboards.
• Conduct calibration sessions with the operations and QA teams.
• Provide constructive feedback and coaching to agents to improve performance.
• Ensure compliance with process guidelines, company policies, and quality standards.
• Track quality trends and recommend corrective and preventive actions.
• Work closely with Team Leaders and Operations Managers to improve overall process performance.

Job description

Key Responsibilities

• Monitor and evaluate customer interactions, including calls, chats, and emails, as per defined quality parameters.
• Conduct regular quality audits and provide accurate feedback to operations teams.
• Identify process gaps, quality issues, and areas for improvement.
• Prepare and maintain quality reports and performance dashboards.
• Conduct calibration sessions with the operations and QA teams.
• Provide constructive feedback and coaching to agents to improve performance.
• Ensure compliance with process guidelines, company policies, and quality standards.
• Track quality trends and recommend corrective and preventive actions.
• Work closely with Team Leaders and Operations Managers to improve overall process performance.