Quality Analyst

Job Code # 157

Job Location-  Gurgaon

Salary- 5.5 LPA to 9 LPA

Key skills-
a) Min 5 Years Overall Experience in International BPO
b) Min 1 year Experience as a QA for B2B Collections process in International BPO
c) Good understanding of 7 Six Sigma tools of quality – preparing histograms, 80/20 analysis, fish bone, call quality and transaction quality attributes
d) Any Graduate

Job Description-
• Track Key Quality Assurance Metrics: Monitor key performance indicators (KPIs) related to call quality, adherence to policies, and customer satisfaction
• Minimum 1 years of experience working as Quality Analyst.
• Provide Regular Analytics Reports: Prepare and provide regular reports to the management, highlighting quality metrics and suggesting process improvements
• Develop Product Knowledge: Continuously improve your knowledge of products and call center performance requirements
• Maintain and Develop Standards: Ensure compliance with internal support and call center quality assurance standards
• Review Support Interactions: Evaluate a subset of support agents’ conversations (calls, emails, chat, etc.) based on established quality standards
• Constructive Feedback: Accompany evaluations with meaningful and constructive feedback to help agents improve their performance
• 100% WFO and night shifts applicable.
• Good understanding of OTC Lifecycle, B2B Business
• Prior experience in managing quality for B2B Collections process in International BPO
• Good Communication & Presentation Skills – speaking and writing skills.
• Moderate Excel proficiency
• Good understanding of 7 Six Sigma tools of quality – preparing histograms, 80/20 analysis, fish bone, call quality and transaction quality attributes