Vadodara — Full-time
Key Responsibilities • Monitor and evaluate inbound/outbound calls, chat, or email interactions based on predefined quality parameters. • Provide detailed feedback and coaching to agents to improve performance. • Conduct regular audits of processes and transactions to ensure adherence to company policies and customer requirements. • Maintain and update quality audit reports, dashboards, and trend analyses. • Collaborate with training and operations teams to improve agent performance and overall process quality. • Identify gaps in process, training, or performance and recommend corrective actions. • Participate in calibration sessions with clients and internal stakeholders to align on quality standards. • Ensure compliance with company standards, regulatory requirements, and client expectations. ________________________________________ Qualifications and Skills • Bachelor's degree or equivalent work experience. • 2+ years of experience as a Quality Analyst/ Quality Assurance. • Strong knowledge of quality assurance methodologies and tools (e.g., Six Sigma, QA scorecards). • Excellent communication, listening, and analytical skills. • Proficiency in MS Office (Excel, PowerPoint, Word). • Experience with quality monitoring tools (e.g., NICE, Verint, etc.) is a plus. • Ability to work independently and as part of a team. • High attention to detail and strong problem-solving abilities. ________________________________________ Key Competencies • Customer Focus • Analytical Thinking • Attention to Detail • Coaching and Feedback • Process Orientation • Team Collaboration