Sr quality analyst
Gratitude IncSr quality analyst
Job Description
Key Skills
1 candidate(s) have already applied for this Job. Apply now
Responsibilities:
Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other
contact methods including chat and email
Reports results of evaluations to appropriate Business stakeholders (Quality Leadership,
Operations, Client, Account Management, and Resource Unit partners)
Participates in calibration sessions/call listening sessions with Quality Leadership staff,
Operations, Program Management and clients to ensure scoring consistency and best
practices
Participates in internal quality audits (e.g. periodic audits of existing processes to determine
process control and efficiencies) designed to improve overall contact quality and recommend
changes
Maintains strong program knowledge base; basic understanding of client products, services
and/or program strategies
Participate in quality task forces with Business stakeholders (Quality Leadership, Operations,
Client, Account Management, and Resource Unit partners)
Meet departmental productivity requirements (e.g. number of calls monitored per month,
number of emails evaluated, etc)
Complete phone time to keep current on programs (as applicable)
Contribute to maintaining forms and legends documents
Support management focus on review of key drivers, metrics and operational processes
(including Training) that drive Balanced Scorecards and count profitability goals
Additional Requirements:
Bachelor Degree in related field from a four-year college or university with less than one year of relevant experience
preferred
Excellent Verbal and Written communications skills
Proficient with Feedback & Coaching skills
Must have the ability to work under pressure
The applicant should be proficient with MS office (PowerPoint, Excel, Word)
Drive for self-learning and knowledge enhancement
Flexible in working in all shifts as per the client requirements
Must have analytical abilities to analyse data, trends from effectiveness surveys
Role
QA Analyst
Timings
Flexible (Permanent)
Industry
Other
Work Mode
Work from office
Process
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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