Quality Analyst

4 Months ago • 1-3 Years

Job Summary

Job Description

The Quality Analyst's primary responsibility involves transaction monitoring, offering actionable insights and comprehensive documentation of coaching opportunities. They provide real-time feedback to coaches to facilitate corrective measures, actively participate in team meetings, and share best practices. They contribute actionable data to internal support groups, generate account-specific quality reports, and maintain accurate audit databases. They also participate in designing call monitoring formats and quality standards, track team and individual performance, and contribute to customer and client listening programs. Finally, they assist in creating external quality reports and supporting the operations team with chats/tickets.

Must have:

Transaction monitoring and provide actionable insights.
Document coaching opportunities and share feedback.
Participate in team huddles and share best practices.
Generate quality reports based on predefined criteria.
Maintain accurate database for audits and analysis.

6 skills required

required for this role

Add these skills to join the top 1% applicants for this job

Job Details

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.