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Urgent! Quality Analyst Job Opening In Jaipur – Now Hiring MattsenKumar



Job description

Job Type: Full Time Job Location: Jaipur

The Quality Analyst being the expert is responsible to assist the process by auditing telephone communication/transactions of the agents and deliver feedback/coaching.

At the same time, ensuring accounts Quality SLA’s are met.

Prepare TNI’s for process improvement, ensure all the process updates are properly disseminated, and conduct internal-external calibrations to identify gaps and create action plans to maintain hygiene in the process.

Job Description:

  • Monitor incoming customer service, outbound lead generation calls of the agents and deliver feedback/coaching
  • Ensure the Process Quality audit targets & SLAs are met
  • Meet set monthly/quarterly targets for leads/calls coverage.
  • Prepare TNI’s for process improvement provide feedback & refresher sessions to agents to improve call quality
  • Prepare weekly and monthly Quality dashboards
  • Conduct Internal and external calibrations with the client
  • Disseminate the process updates to the team members
  • Conduct Process knowledge tests to gauge the level of understanding among the agents
  • Take the extra mile to engage customers and ensure customer delight
  • Providing employees with relevant Quality Control training QA training
  • Creating and updating SOPs.
  • Requirement

  • Excellent written and spoken communication skills (English proficiency)
  • Proven experience in call quality analysis
  • Approachable and vibrant personality.
  • Professional Attitude towards work
  • Ability to handle any situation with patience and very strong empathy
  • Passion to deliver the highest levels of customer service at all times
  • Must be a team player with the ability to work independently, prioritize tasks, and meet targets/deadlines
  • Educational Qualification Requirement

    Graduate – Science Stream Preferred

    Desired Experience

  • At least 1 Year of calling experience in a customer care process & 6 months as a Quality Analyst
  • Experience in Educational Customer Service and Outbound lead nurturing will be preferred

  • Required Skill Profession

    Life, Physical, And Social Science Technicians



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