Quality Analyst

TP; Mohali; On-site; INR 350,000 - 550,000; Full time

Job summary

TP in Mohali is seeking a Quality Assurance Analyst to monitor and evaluate the quality of inbound and outbound calls and other customer contact channels.

You will document quality issues, support management reviews, and contribute to feedback and training for agents to improve performance.

Qualifications

• Typically a professional/university degree is required.
• 1-2 years of practical professional experience in a specific area.

Responsibilities

• Monitors and evaluates the quality of calls and other customer contacts (email, chat) for accuracy and adherence to standards.
• Documents quality issues and performance measures for management review.
• Provides information to assist in feedback and formal education of agents on the phone.

Education

Degree or equivalent (professional/university degree)

Job description

Job Summary

Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards. Documents quality issues and performance measures for management review. Provides information to assist in the feedback and formal education process of individuals on the phone.

Responsibilities

• Positions on this level are fully proficient in executing established standards.
• Works independently within set frames and follows set course.
• Develops own knowledge, shares best practice and develops relevant/appropriate solutions.
• Positions at this level are expected to continuously improve the day-to-day activities/processes.
• Can be a formal team leader of more junior co-workers and may set day-to-day operational objectives.

Requirements

• Has a knowledge base typically acquired from a professional/university degree and approximately 1-2 years of practical professional experience in a particular area.