Quality Analyst

Roles & Responsibilities: • Be a mentor and guide the product executives to the company set quality metrics. • 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)

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 customers and Customer Service Representatives/SPOC Case Managers.
• Escalate “quality alerts (defects detected during call monitoring)” to theCustomer Service Representative/SPOC Case Manager and Customer Service/SPOC

• It is a Full Time Manufacturing job for candidates with 1 - 3 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 - 3 years of experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹25000 - ₹35000 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., RIVERLEAF TECHNOLOGY.
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 50 Quality Analyst at RIVERLEAF TECHNOLOGY
7. Who can apply for this job?
   Ans: Only Female candidates can apply for this Manufacturing job.
8. What are the timings of this Quality Analyst job?
   Ans: This Quality Analyst job has Day Shift.