Quality Analyst

QA should audit the calls/chats/ tickets of the team assigned.

• Should complete the daily audit targets assigned.

• All the agents under the purview should be covered.

• Identify the escalation cases and do the Root Cause Analysis.

• Should document feedback for all calls by EOD to the respective supervisors.

• Should be a part of periodic call calibration sessions.

• Should conduct coaching sessions and huddles as and when required.

• Identify process gaps during audits and raise necessary requests to close the same.

• Share the daily/weekly/monthly audit reports across the team as per requirement.

• Conducting new hire orientation training on products and quality parameters.

• Conducting Mock Call Certification.

• Participates in design of call monitoring formats and quality standards

• Performs call monitoring and provides trend data to site management team

• Uses quality monitoring data management system to compile and track performance at team
and individual level.

• Participates in customer and client listening programs to identify customer needs and
expectations.

• Provides actionable data to various internal support groups as needed.

• Coordinates and facilitates call calibration sessions for call center staff.

• Provides feedback to team leaders and managers.

• Prepares and analyzes internal and external quality reports for management staff review.

• Suggests training needs and developments

please Contact - Shruthi Raman no given below

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