Quality Analyst

Sagility India; Bengaluru; On-site; INR 500,000 - 750,000; Full time

Job summary

Sagility India in Bengaluru is seeking a Quality Analyst to conduct quality analysis across inbound and international voice processes, leveraging tools like 7 QC Tools and the 5 Why to identify gaps and drive improvements.

The role emphasizes root cause analysis, training teammates on QA processes, and developing standards to enhance customer satisfaction.

Responsibilities

• Conduct quality analysis using tools like 7 QC Tools, 5 Why, NPS, FCR, CSA, inbound, International Voice Process.
• Identify areas of improvement through root cause analysis (RCA) and implement corrective actions.
• Collaborate with teams to resolve customer complaints and improve overall customer satisfaction.
• Develop and maintain quality standards for call center operations.
• Provide training to team members on quality assurance processes.

Job description

Roles and Responsibilities

• Conduct quality analysis using tools like 7 QC Tools, 5 Why, NPS, FCR, CSA, Inbound, International Voice Process.


• Identify areas of improvement through root cause analysis (RCA) and implement corrective actions.


• Collaborate with teams to resolve customer complaints and improve overall customer satisfaction.


• Develop and maintain quality standards for call center operations.


• Provide training to team members on quality assurance processes.