Quality Analyst - ERS

Responsibilities
Roles and Responsibilities – Quality Analyst
Call Evaluation & Quality Monitoring
Conduct regular monitoring of inbound and outbound calls/events (Phone/webforms) to ensure adherence to quality standards.
Assess calls/events using quality scorecards and metrics to identify performance gaps.
Highlight areas of improvement and recognize exemplary agent performance.
Performance Analysis & Insights
Evaluate agent defects across all quality parameters and assess month-on-month trends to monitor and drive performance improvement and generate actionable insights.
Prepare detailed reports and dashboards for management and stakeholders to support comprehensive evaluation of root causes and identified process deviations.
Provide recommendations to enhance agent performance and operational efficiency.
Feedback & Coaching Support
Deliver timely, constructive feedback to agents based on evaluation findings.
Collaborate with trainers and team leads to address skill gaps and performance issues.
Support the development of personalized coaching and improvement plans.
Process Adherence & Compliance
Ensure agents consistently follow established process guidelines, standard operating procedures, and quality standards.
Identify deviations and recommend corrective actions to maintain process integrity.
Work with cross-functional teams to standardize processes and improve efficiency.
Continuous Quality Improvement
Take initiatives to introduce innovative strategies for enhancing call quality and customer experience.
Participate in initiatives to optimize processes and drive operational excellence.
Monitor the impact of process enhancements and refine approaches as needed.
Cross-Functional Collaboration
Communicate quality findings, trends, and recommendations to operations teams.
Partner with operations teams to implement quality improvement measures effectively.
Audit Readiness & Documentation
Maintain comprehensive records of quality evaluations, reports, and quality interventions.
Proactively monitor scenarios contributing to existing escalations through audits and implement comprehensive preventive measures, including structured feedback sessions, mock calls, and live audits, to prevent future escalations and mitigate potential business impact while ensuring strict adherence to quality assurance standards.

Work arrangement
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