About the role
Role: Full-time Quality AnalystLocation: Mahape, Navi Mumbai
Role Description:As a Quality Analyst, you will play a crucial role in overseeing quality control, conducting analytical assessments, and managing quality assurance processes. You’ll also be responsible for mentoring and training team members to uphold high standards.
Key Responsibilities:
- Conduct audits and super audits for the team
- Provide timely feedback to the production Telesales team to address issues swiftly
- Lead training and coaching sessions for Telesales Agents and production team members
- Facilitate call listening sessions with cross-functional teams to ensure quality standards
- Conduct quality assurance and compliance training for new hires
- Publish daily and weekly reports on team performance
- Host team sessions to review observations from call audits and training
- Document feedback and coaching sessions with accurate records
Eligibility:
- Minimum of 1 year of experience as a Quality Coach/Analyst in an international call center
- Experience with US sales/collections processes is preferred
- Strong analytical thinking and problem-solving skills
- In-depth knowledge of Quality Assurance principles
- Excellent leadership and mentoring abilities
- Strong written and verbal communication skills
- Familiarity with quality monitoring tools and call scoring systems
If you’re a proactive professional with a knack for quality management and team development, we want to hear from you! Apply now and take the next step in your career.