Job Title

Job DescriptionJob Title: Quality Analyst - (Call Audit)Location: KochiResponsibilities:● High performance delivery on all quality parameters.● Audit calls, chats/email interactions on Product/process, Communication and soft skills parameters.● Conduct audits and feedback for the targeted population with the objective of improving scores for training throughput or conversion.● Data analysis and making designated reports/decks● Participate in calibrations to ensure consistent scoring & feedback delivery approach.● Communicate to heighten awareness and focus on importance of positive customer experience● Make recommendations and drive process improvement.● Reduce learning curve and help enhance product/process knowledge of new joiners.● Ensure that internal policies, procedures, and compliance regulations are being followed● Customer/Client Interactions by using process knowledge and highlighting key areas to work on● Prepare TNA, publish and execute for 100% closure● Real Time Support (Production/Live Support) on the floor as per the business requirement.Desired Candidate ProfilePrior exp in handling Quality for Outbound Sales accountMust understand Audit & Coaching processExcellent writing and comprehension skillsExtremely good verbal & written communications skillsTechnical knowledge of English communication - sentence construction, grammar, punctuation etc.Effective Presentation, Feedback & Coaching skillsHands-on experience on MS Office; preferably on MS Excel and Power PointCustomer orientation and Customer Service AttitudeEffective problem-solving skills and Highly energetic & enthusiasticInterpersonal skills and TeamworkAbility to handle/analyze data to generate Quantitative and Qualitative analysisIndustry.