Quality analyst | International

TP; Gurugram District; On-site; INR 300,000 - 450,000; Full time

Job summary

TP in Gurugram is seeking a Quality Analyst to monitor call quality and help raise customer service standards across the team.

You will develop and implement quality control processes, collaborate with colleagues for coaching, analyze data to identify trends, and maintain reports tracking quality metrics and performance. Strong communication, analytical thinking and meticulous attention to detail are essential to succeed.

Qualifications

• Minimum 1 year of experience as a quality analyst in BPO/call center preferred.
• Excellent communication and interpersonal skills to interact with team members and customers.
• Strong analytical and problem-solving abilities to analyze data and identify trends.
• Ability to work in a fast-paced environment and meet deadlines.
• Strong attention to detail to maintain accurate records and reports.
• Experience with quality control processes and procedures is preferred.

Responsibilities

• Monitor and evaluate call quality to ensure high standards of customer service.
• Develop and implement quality control processes to identify areas for improvement.
• Collaborate with team members to provide coaching and feedback on performance.
• Analyze data and trends to identify opportunities for process improvements.
• Develop and maintain reports to track quality metrics and performance.
• Participate in training and development programs to enhance skills and knowledge.

Skills

Excellent communication

Interpersonal skills

Analytical thinking

Problem solving

Attention to detail

Quality control processes

Job description

Roles and Responsibility

• Monitor and evaluate call quality to ensure high standards of customer service.
• Develop and implement quality control processes to identify areas for improvement.
• Collaborate with team members to provide coaching and feedback on performance.
• Analyze data and trends to identify opportunities for process improvements.
• Develop and maintain reports to track quality metrics and performance.
• Participate in training and development programs to enhance skills and knowledge.

Job Requirements

• Minimum 1years of experience in a quality analyst role, preferably in a BPO or call center setting.
• Excellent communication and interpersonal skills are required to effectively interact with team members and customers.
• Strong analytical and problem-solving skills are needed to analyze data and identify trends.
• Ability to work in a fast-paced environment and meet deadlines.
• Strong attention to detail is essential to maintain accurate records and reports.
• Experience with quality control processes and procedures is preferred.