Quality Analyst

Simplilearn; Bengaluru; On-site; INR 480,000 - 620,000; Full time

Job summary

Simplilearn is seeking a full-time Quality Analyst to join the Quality Team. You will monitor calls/chats/emails, observe agent persuasiveness, and share feedback to improve performance. You will develop evaluation programs, conduct calibrations, and coordinate with Team Leads to drive quality across international operations.

Strong communication and data interpretation skills are essential. Experience in customer service or international BPO is a plus; you will also contribute to training needs

Qualifications

• Excellent verbal and written communication skills.
• Team player with interpersonal and solution-oriented attitude.
• Ability to think independently and make decisions.
• Eager to learn and implement innovative ideas.
• Proficiency in MS Office and Google Suite.
• Ability to understand, interpret, and communicate with data.

Responsibilities

• Monitor calls/chats/emails to assess performance and quality of the agents.
• Provide constructive feedback and coaching.
• Provide actionable insights to the Operations Team.
• Develop evaluation programs for agents.
• Maintain records of feedback provided to agents.
• Analyze training and scrubbing data as part of routine.
• Conduct weekly joint discussions (Call Calibrations).
• Conduct daily/weekly huddles to share process updates with teams.
• Interact with Team Leads/Mentors to devise plans for better performance.

Skills

Verbal communication

Written communication

Team player

Independent thinking

Learning mindset

Problem solving

Organizational skills

MS Office

Google Suite

Data interpretation

Education

Graduation (any stream)

Tools

MS Excel

PowerPoint

MS Word

Google Sheets

Google Slides

Job description

We are currently looking for a full time Quality Analyst to join our Quality Team. As a Quality Analyst you will need to constantly monitor the calls/chats/emails and share feedback. You will be responsible for observing the persuasiveness of the agents. You will also help in developing programs to evaluate the performance of the agents and improve the overall performance of the team.

Roles and Responsibilities

• Monitor calls/chats/emails to assess performance and quality of the agents
• Provide constructive feedback and coaching
• Provide actionable insights to the Operations Team
• Developing Evaluation Programs for agents
• Keeping Record of feedback provided to agents
• Analyzing training, calls scrubbing data will be part of your routine
• Conduct regular joint discussions (Call Calibrations) on a weekly basis
• Conduct Daily/Weekly huddles to share process updates with teams
• Interact with Team Leads/Mentors to devise plans for better performance as an organization

Desired Candidate Profile

• Excellent Verbal and Written Communication
• Team player with good interpersonal and solution-oriented attitude
• Ability to think independently and make decisions
• Eager to learn new things and implement innovative ideas
• Persistent and Problem-solving abilities
• Organizational and time-management skills
• Proficiency in MS Office (MS Excel, PowerPoint, MS Word etc.) and Google suite (Sheets, Slides etc)
• Ability to understand, interpret, and communicate with data

Mandatory Requirement

• Minimum of 2 years of overall experience in customer service/experience, including 1 year as Quality analyst or Quality management.
• Minimum Qualification: Graduation in any Stream
• Candidate work experience background should be from International BPO

Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.