Quality Analyst Job in Epitome Trc

Quality Analyst

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Job Summary

Job Summary :

This position requires a responsible person to audit calls, monitor email transactions and accurately measure qualitative performance of the candidates of the process they have been assigned for.

Desired Candidate Profile :

Job Type : Full Time

Designation : Quality Analyst

Experience : Minimum 1 year as a Quality Analyst is must

Educational Qualification : Any Graduate/ Under Graduate/ Post Graduate can apply 6 months relevant experience or Post Graduate can apply

Salary Offered : As per Industry standards

Key Deliverables :

  • Transaction Monitoring (Phone / Email/Chat)
  • Giving feedback to the executives/ agents and Coach them
  • Prepare MIS/reports
  • Performing training need analysis
  • Ensuring Process improvement on a regular basis
  • Leading and participating in calibration sessions
  • Improving performance through interventions
  • Keep in touch with Customers and Processes through taking calls for stipulated amount of time
  • Provide timely, accurate and effective feedback to Champion regarding job performance
  • Take escalated calls, approve adjustments and monitor Champions for quality
  • Create development plans for champions geared to drive world class results
  • Complete administrative functions such as maintaining attendance, addressing disciplinary issues etc.
  • Partner with HR when initiating corrective action on timely basis
  • Analyze, suggest, develop, implement and evaluate training and coaching
  • Metrics for performance measurement
  • Should achieve monitoring target
  • Adherence to feedback TAT / target
  • Audit accuracy
  • QA quality score
  • Accuracy and timelines of reports
Experience Required :

Minimum 1 Year

Vacancy :

2 - 4 Hires

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