Quality Analyst |Domestic

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

Job summary

TP in Mohali, India seeks a Quality Analyst to monitor and evaluate call quality and other customer contacts for accuracy and adherence to standards.

The role involves documenting issues, supporting feedback and education programs, and working independently within established guidelines, with potential to mentor junior colleagues as needed.

Qualifications

• Monitors inbound/outbound calls and other customer contacts for accuracy and adherence to quality standards.
• Documents quality issues and performance measures for management review and feedback.
• Knowledge and practice gained from a university degree with 1–2 years of professional experience, may lead junior staff.

Responsibilities

• Monitor and evaluate the quality of calls and other customer interactions.
• Document issues and support feedback/education processes for agents.

Skills

Quality monitoring

Documentation

Independent worker

Mentorship

Education

Bachelor's degree

Job description

• 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.Positions on this level are fully proficient in executing established standards.
• Works independently within set frames and follows set course.
• Has a knowledge base typically acquired from a professional/university degree and approximately 1-2 years of practical professional experience in a particular area. 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.