Quality Assurance Analyst

First American; Bengaluru; On-site; INR 450,000 - 650,000; Full time

Job summary

First American in Bengaluru is seeking a Quality Assurance Analyst to assess the performance of call center associates handling existing and potential customers. You will monitor inbound and outbound calls and emails to gauge demeanor, accuracy, and policy adherence, and help enhance training materials.

You will develop and implement call center quality processes, prepare internal quality reports, and coordinate calibration sessions to drive improvements in customer experience and operational

Qualifications

• 2+ years of call center QA experience.
• Bachelor's degree or equivalent.
• Strong verbal and written communication.
• Analytical and problem-solving skills.
• Ability to interpret quality data and recommend improvements.

Responsibilities

• Designs call monitoring formats and quality standards.
• Monitors calls and emails to assess performance.
• Produces quality reports for management.
• Provides feedback to team leads and managers.
• Identifies performance gaps and suggests training needs.

Skills

Call monitoring

Quality assurance

Data analysis

Customer service

Education

Bachelor's degree

Tools

Quality monitoring system

Job description

Job Summary

Quality Assurance analyst is responsible for assessing the Quality of the performance of our call center associates who deal with existing and potential customer. The QA will monitor inbound and outbound call and email responses to assess associate s demeanor, technical accuracy, customer service performance and conformity to company policies and procedures. The QA will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer s experience.

Technical Competencies

• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to site management team.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Monitors all email responses.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for call center staff.
• Provides feedback to call center team leaders and managers (if required to the individuals).
• Prepare and analyzes internal and external quality reports for management staff review.
• Perform other duties as assigned.
• Involves in creating goals for Process lead and team members.
• Identify the individual who is not meeting the performance standards and bring it to the attention of Process lead and Manager s attention.
Should be capable of recommending corrective action plans to improve the individual performance by thoroughly analyzing the training need analysis.

Behavioral Competencies

• Strategic Agility
• Stakeholder Impact
• Drive for Results
• Professional Presence
• Talent Development

Educational Qualification and Experience

• Min of 2 years Call center experience
• Bachelor s degree or equivalent
• Excellence verbal, written and interpersonal communication skills
• Excellent problem-solving and issue resolution
• Solid analytical skills and technical comprehension
• Outstanding written and verbal communication
• Exceptional interpersonal skills and customer care