Quality Analyst

Global Services; Thane; On-site; INR 300,000 - 420,000; Full time

Job summary

Global Services in Maharashtra is seeking a Quality Analyst to ensure the quality of our voice processes through call monitoring and auditing. You will analyze call recordings, provide feedback, and help develop QA standards to uphold service quality.

The role involves preparing reports on quality metrics, collaborating with management, and assisting in staff training to continuously improve performance in our voice operations.

Qualifications

• Regular call monitoring and auditing to assess service quality.
• Analyze call recordings and provide feedback to improve performance.
• Collaborate with management to develop QA processes and standards.
• Prepare detailed reports on quality metrics and present findings to stakeholders.
• Assist in training staff to improve service quality.
• Stay updated with industry trends in QA and voice processes.

Responsibilities

• Conduct regular call monitoring and auditing to assess quality of service.
• Analyze call recordings and provide constructive feedback to team members.
• Collaborate with management to develop quality assurance processes and standards.
• Prepare and present reports on quality metrics to stakeholders.
• Assist in training and development programs to improve service quality.
• Stay updated with industry trends in QA for voice processes.

Skills

Call monitoring

Auditing

Linguistic quality analysis

Voice process standards

Analytical skills

Communication skills

Feedback provision

Quality monitoring tools

Tools

Quality monitoring software

Job description

We are seeking a dedicated Quality Analyst to join our team in Maharashtra. The ideal candidate will be responsible for ensuring the quality of our voice processes through effective call monitoring and auditing. As a Quality Analyst, you will play a crucial role in maintaining high standards of service and ensuring that our operations meet the required quality benchmarks.

Key Responsibilities

• Conduct regular call monitoring and auditing to assess the quality of service provided by our team.
• Analyze call recordings and provide constructive feedback to team members to enhance their performance.
• Collaborate with management to develop quality assurance processes and standards.
• Prepare detailed reports on quality metrics and present findings to stakeholders.
• Assist in training and development programs for staff to improve service quality.
• Stay updated with industry trends and best practices in quality assurance and voice processes.

Required Skills

• Strong understanding of call monitoring and auditing processes.
• Familiarity with linguistic quality analysis and voice process standards.
• Excellent analytical and communication skills.
• Ability to provide constructive feedback and work collaboratively with team members.
• Proficiency in using quality monitoring tools and software.