Quality Analyst

Global Services; Delhi; On-site; INR 350,000 - 600,000; Full time

Job summary

Global Services is seeking a Quality Analyst to uphold the highest quality standards in our customer service functions, with a focus on voice quality and call audits. You will monitor and evaluate agent performance to ensure policy adherence and exceptional client service.

The role involves conducting regular call audits, analyzing data, and collaborating on training programs based on audit findings. You will maintain detailed records and contribute to QA process improvements while communicating

Qualifications

• Knowledge of QA principles and practices.
• Experience with voice quality assessment and call audits.
• Strong Spanish language skills are essential.
• Excellent analytical and problem-solving abilities.
• Great attention to detail and the ability to work independently.
• Clear verbal and written communication abilities.

Responsibilities

• Regularly audit calls to assess quality and policy compliance.
• Analyze call data and provide actionable feedback to improve performance.
• Collaborate with team leads to design training from audit findings.
• Maintain thorough records of audits and performance metrics.
• Help develop QA processes and procedures.
• Ensure quality standards are met across the team.
• Communicate quality issues and improvements to management.

Skills

Quality assurance

Voice quality assessment

Spanish proficiency

Analytical skills

Attention to detail

Communication skills

Job description

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.