Job Description:
 

Position: Quality Analyst :
 

• Primary Functions/Responsibilities    
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• The Quality Analyst will be responsible for completing quality checks of the calls taken by In-House frontline associates and Agencies across PAN India
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• The Quality Auditor is responsible for completing the audit set targets Daily/Weekly/monthly basis for Calls/Chat/Email for In-House & PAN India Agencies
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• Performing the audits and preparing the audit scores on a Weekly/Monthly basis
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• Giving constructive feedback through various coaching techniques
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• Knowledge of Quartiles and ensure performance improvements of Bottom Quartile
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• Conducting Calibration for In-House OPS Team Leaders, Managers & TTQ on a Weekly basis
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• Perform Performance Knowledge Test on a monthly basis
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• Develop and Design training & test modules based on needs and PKT tests
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• Analyze parameter wise defects and training needs
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• Maintaining and delivering processupdates
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• Responsible for refresher training of In-House & PAN India Agencies