Quality Analyst Job in Active Jobs Gurugram

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Job Summary We are looking for the candidate as Quality Analyst with minimum 6-months experience in Quality Testing, Call Monitoring and Call Auditing with Excellent Communication skills. Job Description · Monitor calls and evaluates Quality Audit form. · Identify improvement points and provide actionable insights to the agents. · Track progress of the agents assigned to them. · Conduct feedback sessions to explain the pain points of the agent and suggest improvements. · Maintain audit report and agent progress report. · Conduct analysis session with the Team Leader to discuss issues and trends of their team. · Make outbound sales calls related to the assigned process. · Conduct mock call sessions and assessments for the training team. · Attend calibration sessions to ensure that the Quality Audits are as per guidelines. · Raise any scenarios/cases which fall under non-compliance of quality. · Conduct disposition wise analysis. · Present Root Cause Analysis for their agent’s escalations. · Ensure Staffing, AHT, Break adherence expectations are met on a daily basis. · Identify and suggest process improvements. sal 15-25k+upto 10k incentive. day shift only. share your cv on [email protected]