Quality Analyst

Global Services; Navi Mumbai; In loco; INR 300.000 - 600.000; Tempo pieno

Descrizione del lavoro

Global Services in Maharashtra is seeking a Quality Analyst to ensure top quality in inbound call operations. The role focuses on monitoring and evaluating call quality, conducting audits, and providing feedback to enhance performance.

Ideal candidates will analyze call quality metrics, document findings, and prepare reports for management. Strong analytical skills, detail orientation, and clear communication are essential for success in this position.

Competenze

• Bachelor's degree or equivalent preferred.
• Strong analytical abilities and attention to detail.
• Excellent written and verbal communication.

Mansioni

• Monitor and evaluate call quality in inbound operations.
• Conduct regular call audits and analyze quality metrics.
• Provide actionable feedback to agents and teams to improve performance.
• Document findings and prepare management-ready reports.
• Collaborate with team members to implement quality improvement initiatives.

Conoscenze

Analytical skills

Descrizione del lavoro

We are seeking a dedicated Quality Analyst to join our team in Maharashtra. The ideal candidate will be responsible for ensuring the highest quality standards in our inbound call operations. As a Quality Analyst, you will play a crucial role in monitoring and evaluating call quality, conducting audits, and providing feedback to enhance performance. Your insights will help us maintain exceptional service levels and improve customer satisfaction. Key responsibilities include performing regular call audits, analyzing call quality metrics, and collaborating with team members to implement quality improvement initiatives. You will also be responsible for documenting findings and preparing reports to share with management. The successful candidate will possess strong analytical skills, attention to detail, and the ability to communicate effectively with team members.