Senior Exective- Quality Analyst

Great Learning; Gurugram District; On-site; INR 600,000 - 800,000; Full time

Job summary

A leading e-learning provider is seeking a Senior Executive- Quality Analyst to perform call monitoring, analyze quality data, and provide feedback to improve team performance. This role requires expertise in quality assurance and data management. The ideal candidate is experienced in gathering customer feedback and facilitating calibration sessions, contributing to the overall quality of service. Working days are six, with timings from 2 PM to 11 PM.

Qualifications

• Experience with quality monitoring data management systems.
• Ability to analyze internal and external quality reports.
• Skills in facilitating call calibration sessions.

Responsibilities

• Monitor calls according to quality standards.
• Provide feedback to team leaders for better syncing.
• Prepare and analyze quality reports for management.

Skills

Call monitoring

Data analysis

Customer feedback

Quality assurance

Job description

Join to apply for the Senior Executive- Quality Analyst role at Great Learning

• Performs call monitoring according to monitoring formats & quality standards and provides trend data to the management team.
• Uses a quality monitoring data management system to compile and track performance at team and individual level.
• Performs monitors of Inside Sales email responses.
• Participates in customer listening programs to identify customer needs and provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for staff.
• Provides feedback to team leaders and managers to help them sync better within the team.
• Prepares and analyzes internal and external quality reports for management staff review.
• Performs PIP calibration sessions and other duties as assigned.

Working Days: 6 Days

Time: 2pm to 11pm

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Quality Assurance

Industry

E-Learning Providers