Position: Quality Analyst
Location: Nagpur
Responsibilities:
- Conduct quality audits and evaluations of customer interactions, including voice calls, chat conversations, and email communications, in adherence to predefined quality parameters.
- Identify performance gaps and provide feedback to the team members to ensure continuous improvement in service quality.
- Analyze quality data and prepare comprehensive reports highlighting trends, areas for improvement, and recommendations for training and process enhancements.
- Collaborate with operations managers and team leaders to develop and implement action plans to address quality-related issues and drive performance improvement.
- Conduct regular coaching sessions and training programs to enhance the skills and knowledge of team members, with a focus on quality assurance best practices.
- Maintain a thorough understanding of client requirements, processes, and quality standards to ensure compliance and customer satisfaction.
- Participate in calibration sessions with internal stakeholders to align on quality expectations and rating criteria.
- Stay updated with industry best practices and emerging trends in quality assurance and customer service.
Requirements:
- Minimum 1 year of experience as a Quality Analyst in any international process, preferably in a BPO environment.
- Knowledge of quality assurance principles, methodologies, and best practices.
- Familiarity with quality monitoring tools and systems.
- Strong analytical and problem-solving skills, with the ability to identify trends, patterns, and areas for improvement.
- Excellent communication skills, both written and verbal, with the ability to provide constructive feedback to team members.
- Ability to work independently and collaboratively in a fast-paced, deadline-driven environment.
- Attention to detail and a strong focus on quality and accuracy.
- Proficiency in using MS Office applications, such as Word, Excel, and PowerPoint.
- Flexibility to work in rotational shifts, including night shifts, as per business requirements.
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How to Apply: If you have the relevant experience as a Quality Analyst in an international process and are interested in joining Witbloom, please share your detailed resume with us. Send your resume to jasmeet.singh@witbloom.in. We appreciate all applications, and if you have any reference, kindly mention it in your email. Only shortlisted candidates will be contacted for further evaluation.