Quality Analyst - Customer Support

Quality Analyst (QA):

Key Responsibilities :

• Quality Monitoring & Evaluation:
  
  
  

○ Conduct audits of customer interactions (calls and emails) to ensure compliance with

process guidelines.

○ Evaluate agent performance based on key quality parameters.

• Training & Feedback:
  
  
  

○ Provide actionable feedback to advisors and teams.

○ Work closely with the training department to design targeted coaching programs.

○ Participate actively in huddle sessions, providing valuable insights into error trends,

process updates

• Process Improvement & Compliance:
  
  
  

○ Identify process gaps and provide recommendations for enhancement.

○ Ensure adherence to company policies, regulatory guidelines, and best practices.

• 7 QC Tools Application:
  
  
  

○ Utilize Pareto Analysis, Control Charts, Check Sheets and Flowcharts to analyze

quality trends.

○ Conduct root cause analysis to address recurring quality issues.

• Reporting & Insights:
  
  
  

○ Generate reports on quality performance and present insights to stakeholders.

○ Use data-driven approaches to recommend process improvements.

○ Conduct weekly calibration sessions with all stake holders

○ Prepare TNA dashboard

Required Skills & Qualifications

• Experience: 1-3 years in Quality Analysis within a BPO, Customer Service, or similar
  
  
  

domain.

• Strong understanding of KPIs and KRAs related to Quality Assurance.
• Hands-on experience with 7 QC Tools and statistical analysis for quality improvement.
• Strong communication and feedback delivery abilities.
• Proficiency in Quality Monitoring Systems, Excel, Google Sheet and Reporting Dashboards.
• Qualification : Should be a Graduate in any discipline