Quality Analyst

Job Description

Years of exp: 1 - 6

Location: Remote

Summary:

• 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.

What you'll be doing:

• 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.
• Generate account specific Quality reports based upon predefined criteria and provide inputs to Operations.
• Supporting the Ops team with chats/tickets based on need.
• 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.

What we're looking for:

• An analytical approach to spot and highlight areas of improvement.
• Good verbal, written, and interpersonal communication skills.
• Ability to utilize Microsoft applications, including Outlook, Word, Excel, and PowerPoint.
• Exceptional listening and analytical skills.
• Ability to manage time to meet multiple priorities and deadlines.
• Meticulous and Methodical approach in completing all deliverables.
• Familiarity with a variety of quality concepts, practices, and procedures.
• Ability to work well in a team environment.
• Dedication to providing exceptional customer service.
• Basic knowledge of Quality Management System.