Quality Analyst - International

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

Job summary

TP in Kolkata, India is seeking a Quality Assurance professional to monitor and evaluate the quality of customer interactions, including calls, emails, and chats. The role requires documenting issues and performance metrics for management review, and providing information to support feedback and training.

The position supports knowledge development, shares best practices, and aims to continuously improve day-to-day activities, with potential to lead junior teammates and set daily operations.

Qualifications

• 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.

Responsibilities

• 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.
• Can be a formal team leader of more junior co-workers and may set day-to-day operational objectives.

Education

Professional/university degree (Bachelor's or equivalent)

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