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    Quality Analyst

    We are looking for a driven, experienced and dynamic Quality Analyst for our growing QA team.
     
    In this position a Quality Analyst is responsible for assessing the customer experience / productivity and ensuring quality assurance standards set by the company. The role requires auditing, analyzing and reporting to strive for excellence when providing service to the clients.

    Key Responsibilities:

    • Aligns quality standards to adhere to current company standards
    • Evaluates agent service delivery and product knowledge and provides associated feedback and suggestions to enhance the customer experience and productivity
    • Compiles statistical data with narratives and present findings to the team and stakeholders
    • Identifies and analyzes irregularities or trends  and uses findings to improve the customer experience and the sales conversion rates
    • Manages short-term projects as they relate to the Quality and Process improvement and/or Customer Experience
    • Provides assessment and action plan to agent, team, or department and provides reporting with root cause analysis to Manager, on areas of improvement
    • Supports introductory and advance soft skills, product and/or technical training sessions
    • Manage communication and adherence to the company’s policy and procedure changes
    • Motivate and engage agents to maintain and exceed quality standards and expectations

    Desired Skills and Experience:

    • Bachelor’s Degree or in-lieu of degree equivalent education and work-related experience
    • At least 1-3 years of experience in Customer Service and or Telesales
    • Capable of producing adequate quality and quantity of work
    • Must possess effective verbal and written communication skills
    • Collaborate across departments and with people at different levels within the organization to accomplish a common goal
    • Communicate information in a clear, well organized and professional manner
    • Ability to adapt to new situations, learn quickly and multitask in a constantly changing and fast-paced environment
    • Proficient with Microsoft office applications
    • Candidates ready to join immediately will be given preference

    Please share your details with us and your answers on the questions below.