Job Description
As a Quality Analyst, your main responsibility will be to monitor transactions and provide valuable insights. You will document coaching opportunities thoroughly, share real-time feedback to ensure corrective measures are implemented, and actively participate in team meetings to share updates and best practices. You will also contribute actionable data to internal support groups, generate quality reports, and maintain accurate audit databases. Other responsibilities include participating in the design of monitoring formats, tracking performance, identifying customer needs through listening programs, assisting in the creation of external quality reports, and supporting the operations team with chats/tickets as needed.
Must Have:
- Transaction monitoring and providing actionable insights.
- Documentation of coaching opportunities and providing feedback.
- Participate in team meetings and share best practices.
- Generate account specific quality reports.
Greetings from PTW !
Title: Quality Analyst
Location: Bangalore
Experience: 1 Yrs-3Yrs
Responsibilities:
- The primary task of the quality analyst is transaction monitoring and providing actionable insights.
- Comprehensive documentation of every coaching opportunity. Share realtime feedback with the coach to ensure that corrective measures are taken.
- Participate in team huddles and share updates and best practices.
- Participate in calibration sessions and exchange ideas with team members to ensure that everyone is on the same page.
- Provide actionable data to various internal support groups.
- Generate account specific Quality reports based upon predefined criteria and provide inputs to Operations.
- Create & maintain accurate database for audits and other analysis.
- Publishing weekly/monthly reports based on the audits performed for the mentioned tenure.
- Participate in design of call monitoring formats and quality standards.
- Compile and track performance at team and individual level. 3
- Participate in customer and client listening programs to identify customer needs and expectations.
- Assist with creation of external quality reports for management review. 13. Supporting the Ops team with chats/tickets based on need.
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