Quality Analyst

Global Services; Rewari; On-site; INR 300,000 - 540,000; Full time

Job summary

Global Services in India is seeking a dedicated Quality Analyst to ensure the highest standards of service quality, with a focus on voice quality and call audits. You will monitor and evaluate customer service representatives to ensure policy compliance and exceptional client service.

You will conduct regular audits, analyze data, provide actionable feedback, and collaborate with team leaders to develop QA training programs.

Qualifications

• Strong QA fundamentals and QA practices.
• Experience in voice quality assessment and call auditing.
• Spanish language proficiency is essential.
• Excellent analytical and problem-solving skills.
• Attention to detail and ability to work independently.
• Effective verbal and written communication.

Responsibilities

• Conduct regular audits of calls to assess quality and compliance with established standards.
• Analyze call data and provide actionable feedback to improve performance.
• Collaborate with team leaders to develop training programs based on audit findings.
• Maintain detailed records of audits and performance metrics.
• Assist in the development of quality assurance processes and procedures.
• Ensure that all quality standards are met and maintained across the team.
• Communicate effectively with team members and management regarding quality issues and improvements.

Skills

Quality assurance

Call auditing

Spanish

Analytical skills

Attention to detail

Independent worker

Communication skills

Job description

We are seeking a dedicated Quality Analyst to join our team. The ideal candidate will be responsible for ensuring the highest standards of quality in our services, particularly focusing on voice quality and call audits. As a Quality Analyst, you will play a crucial role in monitoring and evaluating the performance of our customer service representatives, ensuring that they adhere to company policies and deliver exceptional service to our clients.

Key Responsibilities:

• Conduct regular audits of calls to assess quality and compliance with established standards.
• Analyze call data and provide actionable feedback to improve performance.
• Collaborate with team leaders to develop training programs based on audit findings.
• Maintain detailed records of audits and performance metrics.
• Assist in the development of quality assurance processes and procedures.
• Ensure that all quality standards are met and maintained across the team.
• Communicate effectively with team members and management regarding quality issues and improvements.

Required Skills:

• Strong understanding of quality assurance principles and practices.
• Experience in voice quality assessment and call auditing.
• Proficiency in Spanish is essential for this role.
• Excellent analytical and problem-solving skills.
• Strong attention to detail and ability to work independently.
• Effective communication skills, both verbal and written.