Quality Analyst
- Taskus
- 2 - 7 years
- Mumbai
- 3 months ago
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Job Description
As a Quality Analyst , you will complete audits or evaluations. This may include quality audits, RCA scrubbing for CSAT/NPS, Resolution Rate, AHT, Cycle Time, Policy Adherence, Ticket Closures, etc. You will ensure that your defined monthly or weekly evaluation targets are met.
Roles and responsibilities:
- Audit calls/interactions/transactions for aligned Teammates
- Coach Teammates for performance improvement (campaign specific)
- Report performance for an aligned span on a daily/weekly/monthly basis
- Provide inputs and basis audits for briefings and training which need identification
- Partner with Team Leaders (TLs) in leading team meetings for metrics improvement
- Participate in strategic projects for the campaign/LOB
- Identify and escalate any potential quality issues per defined process
- Isolate and report defects; verify defect fixes
- Suggest process/system improvements based on common customer concerns
- Accomplish other responsibilities assigned by management
- Drive quality initiatives, contests and campaigns for the assigned span
- Be updated on knowledge and serve as SME for the campaign/LOB
Technical skills and qualifications:
- Basic understanding of Types of companies, Promoter Holdings & adherence to government regulations
- Must have worked in customer service (Voice & Back Office experience preferred)
- At least one-year of work experience as a Quality Analyst (preferred)
- Basic skills in Excel or Google Sheets
- Problem-solving skills
- Familiarity with the application of basic quality tools, such as cause and effect, histogram, correlation, and others (preferred)
Soft skills:
- Proficiency in English language - C1/C2 preferred
- Has strong customer centricity
- Can assertively provide constructive feedback
- Has good written and verbal communication skills
- Thinks logically
- Can manage conflicts
- Pays strong attention to detail
- Can work with minimal supervision
- Demonstrates initiative and good judgment
- Can work on multiple projects and is versatile
- Can establish and maintain effective working relations with a wide variety of individuals
- Can work with a diverse team
- Has a Continuous Improvement mindset
Personality traits required:
- Demonstrates clear thought process
- Articulates clearly
- Exercises conscientiousness and diligence
- Demonstrates assertiveness
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success AssociateEmployement Type: Full timeContact Details:
Company: TaskusLocation(s): Mumbai+ View Contact
Keyskills: call audit customer service google sheets customer centric quality tools soft skills quality audit sme quality monitoring csat performance improvement quality analysis rca defect reporting quality assurance call quality call monitoring
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