Quality Analyst

About the Role

Quality Assurance Associates at Traya are entrusted with the crucial task of assessing and enhancing the quality of customer interactions. The main responsibilities encompass a wide array of duties, such as thoroughly reviewing call recordings, detailed analysis of key performance indicators, pinpointing areas that require improvement, implementing strong quality assurance procedures, and providing insightful feedback to agents.

Responsibilities

• Monitor voice calls and chats for quality and compliance.
• Score agent performance based on tone, empathy, issue resolution, and adherence to scripts.
• Identify knowledge gaps and suggest training or coaching interventions.
• Conduct root cause analysis for repeated quality issues.
• Maintain call quality reports and recommend action plans for improvement.
• Provide feedback and coaching to the agents to improve their performance

Knowledge, Skills & Attributes

• Proficiency in English & Hindi (able to read, write and speak) along with english as a primary language.
• Bachelors degree in any discipline (preference for Science field or healthcare backgrounds).
• 1+ year of experience in a quality analyst, QA tester, or auditing role.
• Strong attention to detail and excellent analytical skills.
• Good communication and interpersonal abilities.
• Familiarity with quality assurance tools, audit formats, or testing platforms
• Knowledge of customer service best practices and quality assurance techniques