Quality Analyst ( Voice Process)

Job Description:

We are looking for a meticulous Quality Analyst specializing in Sales process. The ideal candidate will be responsible for establishing and maintaining quality parameters, conducting call monitoring, facilitating feedback sessions, and actively collaborating with the headquarters team for continuous process improvements. If you possess a keen eye for detail, a commitment to maintaining high-quality standards, and a proactive approach to enhancing operational efficiency,.

Roles & Responsibilities: 

1. Call Monitoring:

•  Regularly monitor telecalling activities to ensure compliance with established quality standards.
•  Evaluate calls for accuracy, adherence to scripts, and overall customer service excellence.
•  Maintain detailed records of monitored calls and provide constructive feedback to telephonic agents.

2. Feedback Sessions:

• Conduct regular feedback sessions with telephonic agents to discuss performance, identify areas for improvement, and reinforce best practices.
• Provide constructive and actionable feedback to enhance individual and team performance.

3. Process Improvements:

• Actively participate in brainstorming sessions for process improvements and efficiency enhancements.
• Provide recommendations to streamline workflows and enhance the overall collection process's effectiveness.

4. Reporting and Analysis

• Prepare and analyze both internal and external quality reports for management review, ensuring transparency and accountability.

5.Calibration Facilitation

• Facilitate calibration sessions with clients, external, and internal teams to ensure uniformity and alignment with quality standards.

6.Training Sessions

• Organize refresher training sessions focusing on product knowledge and soft skills to enhance agents' performance and maintain quality standards.

7. Data Analysis

• Utilize quality monitoring data management systems to track and analyze team and individual performance, identifying areas for improvement.

Who can apply : 

• Proven work experience of one year as a Quality analyst or similar role
• Experience in Sales/Banking background preferred.
• Knowledge of QA databases and applications
• Strong analytical and problem-solving skills
• Excellent communication skills, both written and verbal
• Meticulous attention to detail and accuracy

What will you get?
• Mentorship and a chance to grow professionally by experts from NBFC, Banking, Bureau, Technology
• An opportunity to be part of blitz scaling team and shape the industry’s narrative.
• A chance to enhance your skillset and career growth.

Location :  Hyderabad