Training and Quality Analyst
Gratitude IncTraining and Quality Analyst
Job Description
Key Skills
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Construct searches and reports designed for automated analysis and topic identification in recorded
conversations from a contact centre environment.
• Make recommendations and define strategies that solve critical business problems, through both
established industry best practices and creative innovations.
• Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified
project objectives.
• Package, deliver, and at times present key findings and briefings.
• Conduct random evaluations to identify areas of improvement as necessary.
• Conduct regular spot checks of the QAs’ audits and work on their development accordingly.
• Identify training needs by working with operations team and QA.
• Possibly lead business reviews from a Quality perspective.
Degree in any discipline
• Minimum 2 year of Quality Analyst experience.
• At least a TQA for 1 year; Proficient data analytics skills, exposure to people development and
management
• Fast learner who requires minimal supervision
• Minimum bi-lingual proficiency, tri-lingual and above is preferred.
• Experience in preparing and presenting written project status reports and executive briefings.
• Phenomenal communication, presentation, and public speaking skills
• Organizational and time management abilities
• Critical thinking, analytical and decision-making abilities
• People management
Role
Quality Manager
Timings
Day Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Non-Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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