Quality Analyst || Chat Experience
- IGT Solutions
- 1 - 5 years
- Noida, Gurugram
- 1 month ago
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Job Description
Position: Quality Analyst
Location: Gurgaon
Role Summary:
We are looking for an experienced and detail-oriented Quality Analyst to join our team in Gurgaon. This role focuses on ensuring consistent quality standards and performance across operations, identifying improvement opportunities, and collaborating with multiple teams to maintain and elevate service delivery. The ideal candidate will have a strong background in BPO or contact center operations, with specific expertise in monitoring, coaching, and implementing quality improvements.
What You Would Be Doing:
- Quality Goal Execution: Transform quality objectives into actionable daily tasks for teams, ensuring consistent performance and zero errors.
- SLA Management: Lead initiatives to meet contractual SLAs related to quality audit targets, ensuring timely and accurate delivery.
- Risk Identification & Feedback: Identify operational risks and provide feedback with actionable recommendations based on audited interactions, adhering to specified timelines.
- Team Briefings: Conduct regular team briefings to discuss performance, share qualitative insights, address process updates, and review top errors identified through monitoring and Q&A sessions.
- Calibration & Quality Sessions: Lead calibration sessions and transaction checks with cross-functional teams to ensure the alignment and consistency of quality standards.
- Data Analysis: Produce and monitor variance and flux analysis to pinpoint improvement opportunities in processes and operations.
- Regular Performance Checks: Conduct routine checks to detect and address abnormalities, ensuring these are communicated to relevant internal teams for timely resolutions.
- Coaching & Mentoring: Coach agents on key performance metrics (FCR, C-SAT, AHT), provide ongoing feedback for continuous improvement, and foster a culture of self-improvement.
- Visual Management: Track team-wise daily and month-to-date (MTD) performance in quality, CSAT, and CCR, identifying gaps and recommending actionable solutions for improvement.
- Collaboration: Partner with training and supervisory teams to update training materials and address focus areas for continuous quality enhancement.
- Mentorship: Mentor junior team members, supporting their skill development and overall growth within the team.
- Client Liaison: Collaborate with clients to propose and implement quality improvement initiatives, ensuring that all recommendations align with client expectations and business goals.
Knowledge & Skills:
- Language Proficiency: Fluency in English with strong verbal and written communication skills.
- Interpersonal Skills: Ability to engage and build rapport with a diverse, multicultural team.
- Coaching & Feedback: Strong coaching skills, with the ability to provide constructive feedback and support team development.
- Analytical & Listening Skills: Excellent listening abilities and strong analytical skills to identify issues, suggest improvements, and drive data-based decisions.
- Experience: At least 1 year of experience in a similar role within a BPO or contact center environment. Experience in chat processes is mandatory.
- Technical Skills: Proficiency in MS Office (Excel, Word, PowerPoint).
- Education: Graduate in any discipline.
Whats Expected:
- Ability to mentor and coach teams, driving continuous improvement in quality performance.
- Passion for delivering measurable quality outcomes and client satisfaction.
- Strong problem-solving skills with the ability to implement data-driven solutions.
- Expertise in managing multiple stakeholders and clients to achieve operational excellence.
What Are You Signing Up For?
- Competitive salary
- Health and wellness programs
- Career advancement opportunities
- Comprehensive career development
- Promising career progression
- Extensive training and development throughout your tenure
- A world-class work culture you wont want to miss!
Interested candidates can share their CVs at Nidhi.rastogi@igtsolutions.com
Job Classification
Industry: BPM / BPOFunctional Area / Department: Quality Assurance,
Role Category: Business Process Quality
Role: Call Quality Analyst
Employement Type: Full time
Contact Details:
Company: IGT SolutionsLocation(s): Noida, Gurugram
Keyskills: BPO Call Monitoring Call Audit Quality Analysis Calibration Call Quality Business Process Outsourcing Travel Process Credit Cards Chat Process
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