Quality Analyst

TP; Gurugram District; On-site; INR 300,000 - 420,000; Full time

Job summary

TP is seeking a Quality Analyst to monitor and evaluate call quality, provide coaching to agents, and identify gaps in communication and process adherence within an international voice process. The role involves preparing quality reports and dashboards for leadership and supporting initiatives to improve CSAT, NPS and FCR.

Candidates should have a graduate degree and 1–3 years of experience in quality analytics, with exposure to digital ads or marketing preferred.

Qualifications

• Graduate in any stream.
• Minimum 1-3 years of exp as a quality analyst in an international voice process.
• Digital ads or marketing exposure must have.

Responsibilities

• Monitor, evaluate, and score inbound/outbound calls as per defined quality parameters.
• Provide constructive feedback and coaching to agents to improve performance.
• Identify gaps in communication, process adherence and customer handling.
• Prepare and maintain quality reports, dashboards and analysis for leadership.
• Support process improvement initiatives to drive customer satisfaction CSAT, NPS and FCR.

Skills

Coaching

Feedback

Quality evaluation

Process improvement

Education

Graduate degree

Job description

• Monitor, evaluate, and score inbound/ outbound calls as per defined quality parameters.
• Provide constructive feedback and coaching to agents to improve performance.
• identify gaps in communication, process adherence and customer handling
• prepare and maintain quality reports, dashboards and analysis for leadership.
• support process improvement initiatives to drive customer satisfaction CSAT, NPS and FCR.

Qualification required: -

• Graduate in any stream.
• Minimum 1-3 years of exp as a quality analyst in an international voice process.
• Digital ads or marketing Exposure must have.