Quality Analyst

Audit ticket, Voice Bot, Chat Bot logs, Chat/email as per SOP  Attend Weekly Calibration session.
Report Red alert transactions
Highlight improvement areas for process and policy based on audits done

Desired attributes: -
Understanding of quality methods and tools (score calculations, parameters ratings, etc.)
Customer service oriented. Should have prior knowledge of customer care processes and techniques
Excellent coaching skills
Good in MS Office — Excel, Word, and PowerPoint
Proficient in Hindi & English
Keen eye for detail
Should be a good team player
Must possess great interpersonal skills to interact with different teams within the organization
Strong written and verbal communication skills in Hindi & English
Good aptitude skills- reasoning and logic
Should have good aptitude for fact finding

Eligibility Criteria - Check if you are eligible: -  Graduate or diploma holder
Minimum 6 month to 2 years of work experience in contact centre as a Quality Auditor
Worked for E-commerce, Telecom, Banking, Fin-Tech, Food-Tech or Edu-Tech customer service centre in last 6 months.
Understand the importance of Feedback and Coaching in a customer service environment
Have knowledge of V-lookup, H-lookup, Pivot, Sumif, Countif & other basic Excel Formulae
Have knowledge of Power-point and Ms-Word. Have done elementary MS-office course in the past
Understand terms like Audit the auditor, Repeatability & Reproducibility, Evaluation, Quality Audits, Sampling, Rebuttal management, Calibration etc.

Language: -
Hindi - Read, write & speak - mandate
English - Read, write & speak - mandate


It will be an advantage (desirable)
If a multilingual speaker fluent in any of the following language - HINDI, MARATHI,
TAMIL, MALAYALAM, TELUGU, PUNJABI, BENGALI

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 2 years of experience.