Job Description - Quality Analyst

Job Title: Executive - QA

Location: Jayanagar, Bangalore

Job Type: Full-Time

Educational Qualification: Graduation (Any Stream)

Language Requirement: Fluent in 2 or more south Indian regional languages

Salary: 25,000 – 30,000 CTC per month

Shift Timing: Day Shift (9 am to 6 pm)

Weekly Off: Sunday

Job Summary:

Key Responsibilities:

• Quality Monitoring: Conduct regular quality audits of executive-level operations to ensure adherence to predefined quality parameters and performance metrics.
• Performance Evaluation: Analyze and evaluate executive performance, providing constructive feedback to enhance their individual and team performance.
• Process Improvement: Collaborate with cross-functional teams to identify process gaps and implement improvement initiatives.
• Data Analysis and Reporting: Analyze quality data, generate reports, and provide actionable recommendations based on data insights.
• Training and Development: Identify training needs and develop customized programs to enhance executive skills and adherence to quality standards.
• Compliance and Audit Support: Ensure compliance with organizational policies and client requirements.
• Stakeholder Collaboration: Foster effective communication and collaboration with executives and team leaders.
• Quality Assurance Culture: Promote a culture of quality excellence by sharing best practices and implementing improvement initiatives.

Requirements:

• Bachelor's degree in any discipline.
• Proven experience as a Quality Analyst, Quality Assurance Specialist, or similar role in a BPO or contact center environment, with a focus on executive-level operations.
• Strong knowledge of quality assurance methodologies, tools, and best practices.
• Proficiency in using quality monitoring tools and software.
• Excellent analytical and problem-solving skills, with the ability to identify trends, patterns, and areas for improvement.
• Strong attention to detail and the ability to multitask in a fast-paced environment.
• Effective communication and interpersonal skills to provide feedback, coach executives, and collaborate with stakeholders.
• Proficient in data analysis and reporting using tools like Microsoft Excel or similar software.
• Ability to adapt to changing priorities, work independently, and meet deadlines.
• Knowledge of relevant industry standards, regulations, and compliance requirements is a plus.