Quality Analyst

DigiFocal IT Solutions Pvt Ltd; Thane; On-site; INR 300,000 - 500,000; Full time

Job summary

A technology solutions company in Thane is seeking a Quality Analyst to perform quality assurance audits and monitor customer interactions. The ideal candidate should have over 1 year of experience in collections, with strong verbal and written communication skills. This full-time role offers the chance to work in a dynamic environment and contribute to improving service quality.

Qualifications

• Should have more than 1+ year of experience in collections process.
• Preferred 3rd Party or 1st Party Collections experience.
• Must be self-motivator and self-starter.
• Demonstrate flexibility and a sense of urgency.

Responsibilities

• Perform Quality Assurance audits or phone calls.
• Monitor inbound and outbound calls and email responses.
• Conduct Calibration Sessions and initiate Action Plans.

Skills

Attention to detail

Time management

Decision-making

Multitasking

Verbal communication

Written communication

Analytical skills

Job description

Overview

Job Title: Quality Analyst

Job Description

• The role of Quality Analyst is to perform Quality Assurance audits or phone calls.
• Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of organization associates who deal with our existing and potential customers.
• The QA will monitor inbound and outbound calls and emails responses to assess associate’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.

Were Excited About You If You Have

• Ability to complete Call Monitoring and Feedbacks as per SLA or Internally defined.
• Performs call monitoring and provides trend data to the concerned team.
• Understands process/function goals and help the team to achieve them.
• Conducting Calibration Sessions and initiating Action Plans for reducing Variance.
• Prepares and analyzes internal and external quality reports for management staff review.
• Multitasking and time management skills.
• Ensure Adherence to Process Quality SLA's.
• Coordinating with the clients on process related issues & updates.
• Takes others perspective into account when communicating, negotiating, or presenting arguments.
• Listens & clearly presents information.
• Demonstrate expertise in functional knowledge and the ability to apply them in the aligned project.

Requirements

• Should have more than 1+ year of experience in collections process.
• Preferred 3rd Party or 1st Party Collections experience.
• Must be self-motivator and self-starter.
• Attention to detail, time management, and decision-making skills.
• Vigilant in following up to ensure that developed plans addressing issues and problems have been implemented.
• Demonstrate flexibility and a sense of urgency.
• Must adapt well to change and successfully set and adjust priorities as needed.
• Ability to multitask and successfully operate in a fast paced, team environment.
• Creative ability & writing proficiency.

Qualification

• Excellent verbal, written and interpersonal communication skills; Has excellent oral & written communication skills.
• Exceptional listening and analytical skills

Interested candidates can share resume on [e-mail]

Seniority level

• Executive

Employment type

• Full-time

Job function

• Analyst and Quality Assurance
• Industries: Financial Services and Business Consulting and Services

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