Quality Analyst

Global Services; Dadri; Presencial; INR 350.000 - 600.000; Jornada completa

Descripción de la vacante

Global Services in India is seeking a dedicated Quality Analyst to ensure the highest standards of quality in our voice services. You will audit calls, assess performance, and provide actionable feedback to improve quality across the customer service team.

The role requires strong QA knowledge, experience with voice quality assessment, and Spanish proficiency, enabling effective communication with diverse clients and stakeholders.

Formación

• Experience in quality assurance for voice/telephony services.
• Strong analytical and problem-solving abilities.
• Spanish language proficiency is essential.

Responsabilidades

• Conduct regular audits of calls to assess quality and compliance with standards.
• Analyze call data and provide actionable feedback.
• Collaborate with team leaders to develop training programs based on audit findings.
• Maintain detailed records of audits and performance metrics.
• Assist in developing QA processes and procedures.
• Ensure quality standards are met across the team.
• Communicate effectively with team and management about quality issues and improvements.

Conocimientos

Quality assurance

Voice quality

Call auditing

Analytical skills

Problem solving

Attention to detail

Independent work

Communication skills

Descripción del empleo

We are seeking a dedicated Quality Analyst to join our team. The ideal candidate will be responsible for ensuring the highest standards of quality in our services, particularly focusing on voice quality and call audits. As a Quality Analyst, you will play a crucial role in monitoring and evaluating the performance of our customer service representatives, ensuring that they adhere to company policies and deliver exceptional service to our clients.

Key Responsibilities:

• Conduct regular audits of calls to assess quality and compliance with established standards.
• Analyze call data and provide actionable feedback to improve performance.
• Collaborate with team leaders to develop training programs based on audit findings.
• Maintain detailed records of audits and performance metrics.
• Assist in the development of quality assurance processes and procedures.
• Ensure that all quality standards are met and maintained across the team.
• Communicate effectively with team members and management regarding quality issues and improvements.

Required Skills:

• Strong understanding of quality assurance principles and practices.
• Experience in voice quality assessment and call auditing.
• Proficiency in Spanish is essential for this role.
• Excellent analytical and problem-solving skills.
• Strong attention to detail and ability to work independently.
• Effective communication skills, both verbal and written.

If you are passionate about quality assurance and have a keen eye for detail, we encourage you to apply for this exciting opportunity to contribute to our team's success.