Quality Analyst

Job Responsibilities:

• Monitor, evaluate and score inbound calls against established quality assurance

instruments and standards.

• Review, evaluate, and score open and closed customer issues tickets against established

quality assurance instruments and standards.

• Participate, as needed, in calibration sessions, employee communication sessions, and/or

creation of communication tools.

• Supports and communicates business goals, quality standards, processes and procedures

and policies.

• Ensures the call center agents adhere to predetermined quality assurance standards and

the business’s standard operating procedures.

• Conduct / Lead training sessions (as needed)

• Monitor calls to provide feedback regarding telephone etiquette, product information

given and procedures. Provides performance expectations, action plans and development

plans to improve call quality

• Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date

rolling basis on call quality, productivity, availability and other key metrics as

determined. Job Requirements:

• Bachelor’s degree, Diploma, or relevant experience in a related field.

• Minimum 1 year of previous Quality Assurance Analyst experience in a Call-Center

Environment.

• Qualified candidates must have experience in call center or customer service

environment with emphasis on quality improvement

• Fluent in Kannada, English, Telugu, Hindi (minimum 2 languages).

• Must have demonstrated strong organizational, time-management, and written and oral

communication skills.

• Ability to constructively confront peers and colleagues with value added input, feedback

and assessments

• Must have a high level of reason and analytical skills and the ability to be objective

• Documents quality issues and performance measures for management review.

• Acquires and maintains thorough knowledge of services and functions within various

banking Divisions.

• Performs additional audits on various high-risk processes in the Customer Care Center.

• Listen to recorded telephone conversations between mortgage loan customers and

Customer Service Representatives/SPOC Case Managers.

• Escalate “quality alerts (defects detected during call monitoring)” to the Customer

Service Representative/SPOC Case Manager and Customer Service/SPOC leadership

• Improves customer satisfaction and call quality by monitoring agents and providing

feedback via one-on-one and group coaching session.

• Increases effectiveness of call monitoring by calibrating with the client and management Team.

• It is a Full Time Manufacturing job for candidates with 1 - 4 years of experience.

More about this Quality Analyst job

1. What is the eligibility criteria to apply for this Quality Analyst job?
   Ans: The candidate should be Graduate and above and above with 1 - 4 years of experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹25000 - ₹30000 per month that depends on your interview. It's a Full Time job in Bangalore.
3. How many working days are there for this Quality Analyst job?
   Ans: This Quality Analyst job will have 6 working days.
4. Are there any charges applicable while applying or joining this Quality Analyst job?
   Ans: No, there is no fee applicable for applying this Quality Analyst job and during the employment with the company, i.e., EMERGE IT SOLUTIONS.
5. Is it a work from home job?
   Ans: No, it’s not a work from home job and can't be done online.
6. How many openings are there for this Quality Analyst role?
   Ans: There is an immediate opening of 2 Quality Analyst at EMERGE IT SOLUTIONS
7. Who can apply for this job?
   Ans: Both Male and Female candidates can apply for this Manufacturing job.
8. What are the timings of this Quality Analyst job?
   Ans: This Quality Analyst job has Rotational Shift.