Quality Analyst

INTERFACE

designation : quality analyst ( positions-1)

company name : realty assistant

exp : 2 to 5yrs

salary :best is industry

working hours : hrs ( including 1 hr break )

working days : 6 days working (day shift)

office location :sector 126, noida

desired candidate profile :

-keen eye for process enhancement, with knowledge and prior experiencing of call audits (process quality & comm)

-excellent analytical skills

-the ability to identify gaps and provide inputs to improve performance.

-a strong will to contribute ,make positive and result oriented changes

-keen eye for detail coupled with analytical and problem solving abilities.

-good verbal and written communication skills.

-basic level knowledge on excel reporting

-assistance for continuous improvement

-providing trainings to agents on quality parameters , kra's and expectations

-knowledge of quality audit tools

role & responsibilities :

-analysis/audits inbound/outbound calls, emails and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the cs support teams

-provides structured and timely recommendations; verbal and/or written feedback to the advisors

-performs mock calls with new joiners post-training to determine readiness for moving into support

-conduct calibration sessions in sync with delivery and qa team

-develop, recommend and monitor corrective and preventive actions

-identify training requirements and coaching

-prepare daily/weekly reports

-develops and conducts briefing for the targeted group of advisors that address service quality deficiencies and/or improvement opportunities.

-uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all cs support teams and sites

wfh till covid then work from office

• Experience

  3 - 5 Years

• No. of Openings

  1

• Education

  Professional Degree

• Role

  Quality Analyst

• Industry Type

  Manufacturing / Production / Quality

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office