JOB DESCRIPTION QUALITY ANALYST-
 
Ø Audit Pre-recorded calls & live calls along with cross-checking the end-to-end details on
respective Tickets.

Ø Analyse quality process and procedure to ensure it meets process requirements.
Ø Meeting daily, weekly and monthly audits analysing short- and long-term development plans.

Ø Ensuring that the counsellors should follow proper pitch as per guidelines to meet minimum quality
standards.
Ø Perform quality checks and perform Mock calls for freshers to improve performance.
Ø Providing periodic feedback to agents and to their reporting manager for scope of improvement.
Ø To identify gaps and rectify them by sharing feedback and conducting refresher sessions with
agents to improve quality of calls.

Ø Closely monitoring quality parameters as per needs and share ideas to improve quality standards.

Required Skills: -

ü Should be well versed with MS...