Quality Analyst @ BPO Convergence

Job Description

Job Title: Quality Analyst - Chat Operations

Location: BPO Convergence
                E-2, Block E,
                Sector 1, Noida,
                Uttar Pradesh
                201301
                Landmark- near metro sector-15

Shift: Rotational

Working Days: 6 days a week

Maximum CTC: 27,000 INR per month

Responsibilities:

1. Quality Monitoring:

   • Conduct regular quality assessments of chat interactions to ensure compliance with established standards.
   • Analyze chat transcripts and provide constructive feedback for improvement.

2. Performance Evaluation:

   • Evaluate the performance of chat representatives based on predefined quality metrics.
   • Collaborate with team leaders to address performance gaps and implement improvement plans.

3. Shift Management:

   • Manage and monitor the rotational shift schedule effectively.
   • Ensure adequate coverage during peak hours and special circumstances.

4. Training and Development:

   • Collaborate with Team Leaders to design and conduct training sessions on quality standards and best practices.
   • Contribute to ongoing training and development initiatives for the chat team.

5. Quality Reporting:

   • Generate reports on team and individual performance.
   • Analyze data to identify trends, patterns, and areas for improvement.

6. Escalation Handling:

   • Address escalated quality issues promptly and effectively.
   • Collaborate with team leaders to resolve complex quality challenges.

7. Documentation:

   • Maintain accurate and detailed documentation related to quality assurance processes.
   • Ensure compliance with standard operating procedures and industry regulations.

Qualifications:

1. Education: Bachelor's degree or equivalent work experience.

2. Experience:

   • Proven experience as a Quality Assurance Analyst in a chat or customer service environment.
   • Familiarity with quality assurance processes and methodologies.

3. Analytical Skills:

   • Strong analytical skills to assess data, identify trends, and make data-driven decisions.
   • Proficiency in using analytical tools and reporting systems.

4. Communication Skills:

   • Clear and effective communication skills, both written and verbal.
   • Ability to provide feedback in a constructive and supportive manner.

5. Technical Proficiency:

   • Familiarity with chat communication platforms and tools.
   • Basic understanding of IT systems and troubleshooting processes.

6. Attention to Detail:

   • Exceptional attention to detail to identify nuances in chat interactions.
   • Ability to maintain high-quality standards in a fast-paced environment.

Contact - hidden_mobile Harsh Raj

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Keyskills:   team collaboration data-driven decision making communication skills adaptability technical proficiency customer service understanding problem-solving training development quality standards knowledge