- Experience
- 1–3 yrs
- Salary
- INR 20,000 – INR 30,000 / month
- Openings
- 1
- Posted
- 3 hours ago
- Work mode
- In office
- Resume
- Required to apply
Job description
About the Role
Kudos Ayurveda Private Limited is seeking a Quality Analyst (Operations) to oversee customer service quality by monitoring agent interactions and enhancing overall team performance through precise evaluations and feedback.
Primary Responsibilities
- Monitor and analyze both inbound and outbound customer calls for quality assurance.
- Assess agent performance against established quality standards.
- Deliver prompt, constructive feedback to improve individual agent outputs.
- Conduct personalized coaching sessions aimed at improving communication skills and effectiveness.
- Detect repetitive mistakes and suggest enhancements to operational processes.
- Ensure compliance with Standard Operating Procedures (SOPs), quality benchmarks, and regulatory requirements.
- Generate comprehensive QA reports on daily, weekly, and monthly intervals.
- Collaborate with Team Leaders and Operations teams to boost overall team efficiency.
- Maintain thorough quality scorecards and audit documentation.
Candidate Requirements
- Experience ranging from one to three years as a Quality Analyst within BPO or Call Center environments.
- Proficient understanding of call monitoring techniques and quality auditing procedures.
- Strong capabilities in communication and mentoring employees.
- Ability to analyze performance data and develop actionable improvement plans.
- Competent in Microsoft Excel and generating reports.
- Detail-focused with excellent analytical skills.