Position: Quality Analyst

Location: Nagpur (Work from office)

Job Description: As a Quality Analyst at Witbloom, you will play a vital role in ensuring the delivery of high-quality customer service in our international voice process. Your primary responsibility will be to monitor and evaluate customer interactions to assess the performance of our team members. You will collaborate closely with the operations team to identify areas for improvement and implement effective quality assurance measures. This position requires excellent communication skills, attention to detail, and a strong understanding of quality standards in the BPO industry.

Responsibilities:

• Monitor and evaluate customer interactions to ensure adherence to quality standards and customer service excellence.
• Conduct quality audits, assessing the performance of team members against predefined metrics and benchmarks.
• Provide timely and constructive feedback to team members, highlighting areas of improvement and recognizing exceptional performance.
• Collaborate with the operations team to identify training needs and develop training materials to enhance the quality of service delivery.
• Conduct regular calibration sessions with team leaders and trainers to ensure consistency in evaluation and feedback.
• Analyze quality data and generate reports to track performance trends and identify opportunities for improvement.
• Participate in team meetings to discuss performance-related insights and provide recommendations for process enhancements.
• Stay updated with industry trends and best practices in quality assurance to drive continuous improvement.
• Uphold confidentiality and data protection standards in handling customer interactions and sensitive information.

Requirements:

• Minimum 1 year of experience as a Quality Analyst in an international voice process (mandatory).
• Excellent communication skills in English, both verbal and written.
• Strong analytical and problem-solving skills, with attention to detail.
• Knowledge of quality standards and best practices in the BPO industry.
• Familiarity with quality monitoring tools and technologies.
• Ability to provide constructive feedback and motivate team members.
• Strong organizational skills and the ability to manage multiple tasks effectively.
• Ability to work in a night shift schedule and work from the office.
• Immediate joiners preferred.

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How to Apply: If you are a qualified and experienced Quality Analyst looking to work in Nagpur and contribute to the success of Witbloom, we invite you to apply for this position. Interested candidates can share their updated resume with Deeksha Rathore at deeksha.rathore@witbloom.in. Please mention your current salary and expect a 30% hike in the salary range. Virtual interviews will be conducted. We appreciate your interest in joining Witbloom, and we will contact qualified candidates for further consideration.