Quality Analyst Chennai

Quality Analyst (QA) is responsible for assessing the quality of the performance of our call centre associates who deal with our existing and potential customer.  The QA will monitor inbound and outbound call and emails responses to assess associates demeanour, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call centre quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer’s experience.   

Roles and Responsibility

• Participates in design of call monitoring formats and quality standards. 

• Monitor call and provides data to the management team. 

• Uses quality monitoring data management system to compile and track performance at team and individual level.  

• Monitor of customer care email responses.  

• Participates in customer and client listening programs to identify customer needs and expectations.  

• Provides actionable data to various internal support groups as needed.  

• Coordinates and facilitates call calibration sessions for call centre staff.  

• Provides feedback to call centre team leaders and managers. 

• Prepare and analyse internal and external quality reports for management staff review.  

• Perform other duties as assigned.  

KNOWLEDGE, SKILL SET & QUALIFICATIONS REQUIRED  

• Experience for 2-3 years in International Call Centre. 

• Bachelor Degree. 

• Excellent verbal, written and interpersonal communication skills.

• Outstanding customer service skills 

• Focus on quality and customer service

• Exceptional listening and analytical skills

• Ability to multitask and successfully operate in a fast paced, team environment.