Quality Analyst

About the Role

We are seeking a meticulous Quality Analyst to join our team in Bengaluru. In this role, you will be instrumental in evaluating and enhancing the performance of our Telesales representatives. Your primary focus will be to ensure that all interactions meet our high standards for customer service, compliance, and sales effectiveness. You will conduct thorough audits of recorded calls and chats, identify areas for development, and provide constructive feedback to drive continuous improvement.

Responsibilities

• Conduct regular audits of recorded calls and chats to verify adherence to internal control procedures, examining centers, reports, operational practices, and documentation.
• Provide comprehensive and actionable feedback to telesales agents, pinpointing both their strengths and areas needing development.
• Prepare detailed audit reports summarizing findings and recommending continuous improvement initiatives for training, processes, policies, and facilities.
• Ensure compliance with all relevant requirements and advise management on necessary actions.
• Generate specialized audit and control reports by gathering, analyzing, and summarizing operational data and trends.
• Contribute to team objectives by completing related tasks as required.
• Maintain a strong focus on data accuracy, customer safety, and delivering work of the highest caliber.
• Identify obstacles to customer success, regardless of their origin (e.g., tools, training).
• Develop expertise in support processes and offer recommendations for future actions based on customer experiences.
• Collaborate with training departments to pinpoint training requirements derived from audit outcomes.
• Work closely with team leaders, supervisors, and managers to ensure alignment on performance expectations and to implement corrective measures effectively.

Qualifications

• Possess a Bachelor's degree in any discipline.
• Minimum of 1-2 years of previous experience in telesales, customer service, or a comparable role.
• A minimum of 1-2 years of prior experience in quality management positions.
• A Six Sigma Certification is considered a significant advantage.

Additional Information

This is a full-time, onsite position based in Bengaluru, Karnataka, India.