Quality Analyst

Global Services; Faridabad District; On-site; INR 400,000 - 640,000; Full time

Job summary

Global Services in Haryana seeks a dedicated Quality Analyst to monitor voice quality and conduct call audits, ensuring service standards are met for customer support teams.

You will analyze data, provide actionable feedback, and help develop training programs from audit findings. Strong QA knowledge and Spanish proficiency are required for success in this role.

Qualifications

• Audits of calls to assess quality and ensure compliance.
• Provide actionable feedback to improve performance from audits.
• Develop training programs based on audit findings.
• Maintain detailed records of audits and performance metrics.
• Ensure quality standards are met across the team.
• Communicate quality issues effectively with management.

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.
• Communicate quality issues to management and drive improvements.

Skills

Quality assurance principles

Voice quality assessment

Spanish language

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.

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.