Quality Analyst

r3 Consultant; Gurugram District; On-site; INR 540,000 - 660,000; Full time

Job summary

A consulting firm is seeking a QA Engineer to enhance internal support and call center quality standards in Gurugram. You will be responsible for reviewing interactions, providing feedback, and generating performance reports. The ideal candidate has 2 to 6 years of experience, a Bachelor's degree, and strong skills in quality assurance and feedback management. This position offers a competitive compensation package with a focus on team performance improvement.

Qualifications

• 2 - 6 years of experience in a related field.
• Strong understanding of quality assurance and feedback mechanisms.
• Ability to provide constructive feedback and manage performance.

Responsibilities

• Develop and maintain internal support and call center quality standards.
• Review sales agents' interactions through calls, emails, and chats.
• Create strategies to improve support KPIs and assist in agent performance.
• Generate reports reflecting support performance and report to management.

Skills

Feedback management

Quality assurance

Call center operations

Training needs analysis

Reporting

Team management

Performance measurement

KPI management

Education

Bachelor's Degree

Job description

Job Description: QA Engineer

Experience Level: Associate

Work Experience (years): 2 - 6 Years

Education: Bachelor's Degree

CTC: up to 6 LPA

Location: Gurgaon

Roles and Responsibilities:

• Develop and maintain internal support and call center quality standards
• Review a subset of sales agents' interactions (calls, emails, chats, etc.)
• Provide meaningful and constructive feedback on evaluations
• Discuss and explain feedback with agents in regular meetings
• Create strategies to improve support KPIs
• Assist agents in enhancing their performance through specific guidance and ongoing support
• Identify training and onboarding needs and initiate related projects
• Generate reports that reflect support performance
• Report the support team’s performance to senior management
• Participate in calibration sessions to ensure consistency in internal evaluations
• Contribute positively to team culture Skills : feedback management quality assurance call center operations training needs analysis reporting team management feedback mechanism quality analysis training and onboarding performance measurement report generation kpi management feedback analysis monitoring call monitoring training and development performance improvement constructive feedback training & development evaluations