Quality Analyst Jobs in Delhi,Faridabad,Gurgaon - Job World Consultancy

Job Description

• Monitoring calls
  
• Conceptual and creative ability to help the organisation & the process by sharing new, innovative and effective ideas for improvement
  
• Participates in all calibration sessions
  
• BQ Management
  
• Performing call quality audit of agents
  
• Identifying fatal & non fatal errors impacting the process & take corrective/preventive action
  
• Analysing the data & preparing quality reports & dashboards as required
  
• Escalating issues that hamper process
  

Desired Candidate Profile

• Minimum 2 years’ experience in Quality Analyst role (Customer Service background)
  
• Knowledge of basic quality tools
  
• Excellent English skills- Grammar, Spoken, Sentence framing, Comprehension etc. 
  
• Excellent adaptability to change
  
• Flexible to work in different work types/queues at the same time
  
• Ability to learn and understand end to end processes
  
• Ability to adapt to new software and/or procedures as required
  
• Ability to follow instructions and make decisions based on instructions 
  
• Ability to communicate in a verbal, written and visual manner 
  
• Time management/prioritization skills 
  
• Self-motivated 
  
• Strong analytical skills
  
• Ability to work well under pressure and work to tight deadlines 
  
• Follows the direction of the supervisor in relation to changes to checklists, policy and procedures
  
• Highlights opportunity of key risk areas to supervisor
  
• Comfortable with 24*7 environment and 6 days working