Job Title
Quality Analyst (Transactional Quality)
Required Knowledge:
- At least one year of experience as a QA in the service Industry, with a solid track record in a Customer Service role and basic knowledge about Transaction Quality
- Intermediate proficiency on MS Excel and PowerPoint
- Language Proficiency - English, Hindi and any regional languages
- Demonstrated knowledge of Six Sigma, basics of statistics and Lean
Key Responsibilities:- Monitoring calls and all types of business transactions with end users
- Adhering to the periodic quality monitoring targets set for each sampling type assigned
- Timely, accurate and effective feedback and mentoring to agents based on the transactions monitored. Ensuring the agents are aligned to the Voice of the Customer and understand the monitoring standards clearly
- Create agent development plans, RCAs, Corrective plans and provide actionable insights and recommendations to business based on observations from escalations, VOC and Quality Monitoring data
- Identify, Analyse, Suggest, Develop, Implement and Evaluate solutions to boost customer experience and reduce customer effort or pain
- Prepare accurate and Timely MIS/reports based on agreed periodicity
- Ensuring continuous and consistent calibration of self for any changes in the process or quality SOPs
- Partnering with the training team to facilitate new hire orientation sessions on quality
Qualification: Any Graduation or Post Graduation