Quality Analyst

The Quality Analyst is responsible for performing reviews/audits for email/chat/call transactions, publish weekly/monthly reports to highlight the areas of improvement. To be successful as a Quality Analyst, you should demonstrate strong attention to detail and have analytical and problem-solving abilities. This role reports to the Quality Team Leader.

Key Responsibilities:

• The primary task of the quality analyst is transaction monitoring and providing actionable insights.
• Comprehensive documentation of every coaching opportunity. Share real-time feedback with the coach to ensure that corrective measures are taken.
• Participate in team huddles and share updates and best practices.
• Participate in calibration sessions and exchange ideas with team members to ensure that everyone is on the same page.
• Provide actionable data to various internal support groups.
• Generate account specific Quality reports based upon predefined criteria and provide inputs to Operations.
• Create & maintain accurate database for audits and other analysis.
• Publishing weekly/monthly reports based on the audits performed for the mentioned tenure.
• Participate in design of call monitoring formats and quality standards.
• Compile and track performance at team and individual level.
• Participate in customer and client listening programs to identify customer needs and expectations.
• Assist with creation of external quality reports for management review.
• Supporting the Ops team with chats/tickets based on need.

Requirements

• An analytical approach to spot and highlight areas of improvement.
• Domain Knowledge: In-depth understanding of the product.
• Good verbal, written and interpersonal communication skills.
• Ability to utilize Microsoft applications, including Outlook, Word, Excel, and PowerPoint.
• Exceptional listening and analytical skills.
• Ability to manage time to meet multiple priorities and deadlines.
• Meticulous and Methodical approach in completing all deliverables.
• Familiarity with a variety of quality concepts, practices, and procedures.
• Ability to work well in a team environment.
• Dedication to providing exceptional customer service.
• Complete knowledge of Internal Audit procedure.
• Flexibility and willingness to work different shifts/hours/days based on business needs.

Education and Experience:

• 1-2 years’ experience in analyzing/handling transactions.

• Graduate/pursuing Graduation/PU (with relevant experience)

• Quality related certification (Six Sigma, COPC, CCQA…)