Quality Analyst

SHARDA CONSULTANCY SERVICES; Gurugram District; On-site; INR 350,000 - 550,000; Full time

Job summary

SHARDA CONSULTANCY SERVICES in the Delhi-NCR region is seeking a dedicated Quality Analyst to ensure the quality and efficiency of our travel sales services within an international BPO environment. You will monitor customer interactions, provide feedback, and help uphold service standards.

You will analyze data, report on quality metrics, and collaborate on QA processes while training staff to stay abreast of industry best practices and trends in customer service.

Qualifications

• Strong understanding of quality assurance principles and methodologies.
• Excellent analytical and problem-solving skills.
• Ability to communicate effectively and provide constructive feedback.
• Familiarity with travel processes and international BPO operations is a plus.
• Proficiency in using quality monitoring tools.

Responsibilities

• Conduct regular quality assessments of customer interactions to ensure compliance with company policies and procedures.
• Provide constructive feedback to team members to enhance their performance and service delivery.
• Collaborate with management to develop and implement quality assurance processes and standards.
• Analyze data and prepare reports on quality metrics to identify trends and areas for improvement.
• Participate in training sessions to educate staff on quality standards and best practices.
• Stay updated on industry trends and best practices in quality assurance and customer service.

Skills

Quality assurance

Analytical skills

Communication

Travel industry experience

Quality monitoring tools

Job description

We are seeking a dedicated Quality Analyst to join our team in the Delhi-NCR region. The ideal candidate will play a crucial role in ensuring the quality and efficiency of our services in the travel sales sector, particularly within the international BPO environment. As a Quality Analyst, you will be responsible for monitoring and evaluating the performance of our customer service representatives, ensuring that they adhere to company standards and deliver exceptional service to our clients.

Key Responsibilities

• Conduct regular quality assessments of customer interactions to ensure compliance with company policies and procedures.
• Provide constructive feedback to team members to enhance their performance and service delivery.
• Collaborate with management to develop and implement quality assurance processes and standards.
• Analyze data and prepare reports on quality metrics to identify trends and areas for improvement.
• Participate in training sessions to educate staff on quality standards and best practices.
• Stay updated on industry trends and best practices in quality assurance and customer service.

Required Skills

• Strong understanding of quality assurance principles and methodologies.
• Excellent analytical and problem-solving skills.
• Ability to communicate effectively and provide constructive feedback.
• Familiarity with the travel process and international BPO operations is a plus.
• Proficient in using quality monitoring tools and software.