Quality Analyst - Customer Service

JD / Key Responsibilities: Quality Assurance:

• Monitor customer interactions through various channels (calls, chats, emails) to identify potential areas for improvement.
• Assist in the development and implementation of quality assurance standards and metrics.
• Conduct quality audits under the guidance.
• Identify and report quality issues to team leads.
• Contribute to the development of corrective action plans.
• Create & publish QA reports.

• Assist in the development and delivery of training materials and programs.
• Participate in training sessions and provide support to trainees.
• Observe agent interactions and provide feedback.
• Support for New Joiner Induction & OJT.

• Basic understanding of quality assurance principles and customer service standards.
• Strong attention to detail and analytical skills.
• Good communication and interpersonal skills.
• Ability to learn new skills and adapt to changing priorities.
• Proficiency in google & Microsoft tools.
• Flexible shits. (including nights) .
• A positive attitude and willingness to learn.