Quality Analyst

Bill Gosling; Gurugram District; On-site; INR 400,000 - 600,000; Full time

Job summary

Bill Gosling in Gurugram, Haryana is looking for a Quality Assurance (QA) Analyst to monitor and assess the quality of customer interactions. In this role, you will coordinate with various departments, create consistent procedures, and analyze statistical data to enhance customer experience.

The ideal candidate must have experience in QA processes, strong analytical skills, and the ability to identify training opportunities. This position requires adaptability as it involves 24/7 shifts. Interested candidates can share their CV at [e-mail].

Qualifications

• Experience in quality assurance processes.
• Strong analytical skills to produce and analyze statistical data.
• Ability to identify training opportunities for staff.

Responsibilities

• Monitor inbound/outbound calls and email responses for quality.
• Coordinate activities to meet quality deadlines.
• Conduct audits of the Quality Management System.

Skills

Quality assessment

Statistical analysis

Process improvement

Training

Job description

Job Description

Quality Assurance (QA) Analyst is responsible for assessing the quality of the performance of our associates who deals with our existing and potential customer. The QA Analyst will monitor inbound/outbound calls and email responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. The QA Analyst will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customers experience.

• Coordinate the activities of any applicable departments to ensure that all quality deadlines are met
• Support the efforts of senior management and operations
• Create uniform and consistent procedures and systems in all aspects and areas of Company functions
• Produce & analyze statistical data for Company incentive programs
• Complete random audits on client portfolios or specific Agents and review results with the appropriate MC or Senior Management
• Notify the appropriate MC or senior management of any malpractice by an Agent, as identified in the audit process, so that training or disciplinary action may be undertaken as is appropriate
• Record and communicate changes to the Quality Management System to all affected departments within the Company
• Work with employees in each department to improve systems and processes
• Conduct audits of processes of the Quality Management System to ensure systems are in place, and to identify areas of non-conformance
• Identify opportunities for training on Quality processes and ensure that staff are trained and tested to meet Company requirements
• Champion company core values and other company programs
• Other duties as assigned

NOTE: This role involves 24/7 shifts. Interested candidates can share their updates cv on: [e-mail]