We are currently seeking a dedicated and experienced Quality Analyst to join our dynamic team. The ideal candidate will play a crucial role in ensuring that customer support officers deliver high-quality service that meets or exceeds customer expectations, ultimately contributing to customer satisfaction and business success.

• Education and Skills:-
• Graduate in any relevant field.
• Excellent communication and presentation skills (English & Hindi fluency)
• Strong interpersonal skills with the ability to connect with employees at all levels.
• Job Description:- (Role & responsibilities)
• Evaluate required samples (BAU/Hygiene/Adhoc., etc.) as defined in MSA/client or internal Quality SOP/Process requirement.
• Provide coaching/feedback for all evaluated samples within 48 hours (excluding WO/Leaves – QE/CSO)
• Identify opportunity areas and work towards improving the process by giving real-time input to the business.
• Utilizing quality assurance tools, software, and systems to track, analyze, and manage quality-related data, evaluations, and performance metrics efficiently.
• Ensuring compliance with regulatory requirements, industry standards, and company policies in all quality assurance activities and evaluations.
• Appear for PKT designed by client team/internal teams & achieve the given threshold.
• Attend all applicable call calibrations for the month & achieve the variance threshold as designed for the process.
• Meet process Quality scores targets for aligned span (Internal/external – as agreed in MSA/clients/RnR monthly Targets)
• Provide inputs to increase CSAT/NPS as applicable for the process.
• Work on improvement of CSOs categorized under BQ for his/her aligned span.