• Bachelor’s degree, Diploma, or relevant experience in a related field.

• Minimum 1 year of previous Quality Assurance Analyst experience in a Call- Center Environment.

• Qualified candidates must have experience in call center or customer service environment with emphasis on quality improvement.

• Fluent in Kannada, English, Telugu, Hindi (minimum 2 languages).

• Must have demonstrated strong organizational, time-management, and written and oral communication skills.

• Ability to constructively confront peers and colleagues with value added input, feedback and assessments.

• Must have a high level of reason and analytical skills and the ability to be objective.

• Documents quality issues and performance measures for management review.

• Acquires and maintains thorough knowledge of services and functions within various banking Divisions.

• Performs additional audits on various high-risk processes in the Customer Care Center.

• Listen to recorded telephone conversations between customers and Customer Service Representatives/SPOC Case Managers.

• Escalate “quality alerts (defects detected during call monitoring)” to the Customer Service Representative/SPOC Case Manager and Customer Service/SPOC leadership.

• Improves customer satisfaction and call quality by monitoring agents and providing feedback via one-on-one and group coaching session.

• Increases effectiveness of call monitoring by calibrating with the client and management team.

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Wayscape solution Private Limited jobs - Quality Analyst

Quality Analyst

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