Job Summary

The responsibilities of a quality analyst or quality management professional is to measure compliance against established expectations of agent behavior. Therefore, improving user satisfaction by auditing calls/chats and sharing real-time feedback to the agents.

Job Details

Core Responsibilities

• Audit Calls/Chats/Emails: A Quality Auditor is to audit the calls of agents and to ensure that they are following all the quality guidelines while taking calls, as per the SOP (Standard Operating Procedure) defined by the client. These listening can be from recorded calls, side by side barging, or live calls.
• Feedback Sharing: One of the primary tasks of a quality auditor is to share real-time feedback with the agents to improve the call quality and to avoid any future escalation from client or customer.
• Conduction Session: Conducting session is a very helpful and effective program to improve the performance of bottom quality performers. If you want to get optimum results in a shorter span conduct feedback sessions or coaching sessions regularly.
• Reporting and Analysis: Share timely reports as and when needed and stipulated by the process requirements.
• Inputs for process improvement: Quality Auditor is responsible for providing input and findings for the betterment of the process.
• BQ Improvement: The Quality auditor is also responsible for conducting sessions with BQ resources to get the QA scores to the process requirements.
• TNA/TNI: The QA is responsible for publishing weekly or monthly reports pertaining to TNA/TNI and work with other stakeholders to get process gaps closed.
   

Qualifications:

Graduation.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors and our communities.