Job Description
The Quality Analyst is responsible for performing reviews/audits for email/chat/call transactions and publishing weekly/monthly reports to highlight areas for improvement. This role requires strong attention to detail and analytical and problem-solving skills. Key responsibilities include monitoring transactions and providing insights, documenting coaching opportunities, participating in team meetings, sharing feedback, exchanging ideas, generating quality reports, maintaining an accurate database, participating in the design of call monitoring formats and standards, compiling performance data, participating in customer listening programs, assisting with external quality reports, and supporting the operations team with chats/tickets as needed.
Must Have:
- Transaction monitoring and insights.
- Comprehensive documentation of coaching.
- Participation in team meetings and feedback.
- Generate account specific Quality reports.
The Quality Analyst is responsible for performing reviews/audits for email/chat/call transactions, publish weekly/monthly reports to highlight the areas of improvement. To be successful as a Quality Analyst, you should demonstrate strong attention to detail and have analytical and problem-solving abilities. This role reports to the Quality Team Leader.
Key Responsibilities:
- The primary task of the quality analyst is transaction monitoring and providing actionable insights.
- Comprehensive documentation of every coaching opportunity. Share real-time 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.
- Participate in customer and client listening programs to identify customer needs and expectations.
- Assist with creation of external quality reports for management review.
- Supporting the Ops team with chats/tickets based on need.
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