Quality Analyst

We are hiring Quality Analyst for Sales Outbound process

Location: Navi Mumbai

Role Summary:-

The individual is responsible for implementing Call Monitoring Standards and taking Corrective Measures for Improvement. Participation in huddle sessions is required to share insights on error trends, process updates, and technical issues. Experience in feedback and coaching techniques is essential. Proficiency in Excel is mandatory and knowledge on Quality Tools such as Lean, Kaizen, and Six Sigma will be an added.

Key Responsibilities:-

• Provide active feedback to agents through Call Audits to ensure continuous quality improvement and adherence to standards.
• Generate audit reports and analyze results to identify areas for process enhancement and agent performance improvement.
• Implement and maintain quality-monitoring standards, ensuring they are adhered to by the team in order to achieve consistent quality output.
• Participate actively in huddle sessions, providing valuable insights into error trends, process updates, and technical challenges to the team.
• Utilize feedback and coaching techniques to guide agents towards improved performance and process understanding.
• Maintain an understanding of B2C Sales, Customer Centricity and Process Dynamics to ensure alignment with organizational goals and customer expectations.
• Should be able to work on RCA and provide sound judgment.

Eligibility Criteria/Job Requirement:-

1. Min. 1+ year experience as a Quality Analyst in the BPO/Call centre industry

2. Sales Outbound experience in Life Insurance domain is preferred

3. Excellent communication and interpersonal skills.

4. Experience in outbound sales and specific domain knowledge in life insurance products is mandatory.

Shift: 12x7 rotational (9-hour shift)

Week Off: Sun Fixed off