Sr Associate / Asst Manager - Quality Analyst - Noida 

Location

Responsibilities

• Conduct call audits and quality checks to ensure adherence to quality standards
• Analyze call centre metrics and create reports to identify areas for improvement
• Develop and implement quality improvement plans to drive business excellence
• Collaborate with the team to ensure seamless day-to-day operations
• Identify trends and patterns in customer interactions to inform business decisions
• Develop and lead training programs to enhance customer experience
• Work closely with the management team to align quality objectives with business goals

Requirements

• 3 to 15 years of experience in Quality Analyst
• Proven track record of delivering quality improvement initiatives
• Strong analytical and problem-solving skills
• Excellent communication and leadership skills
• High level of expertise in 7Qc tools for Quality Assurance and Quality Analysis
• Experience with call centre metrics and reporting
• Strong understanding of customer experience and its impact on business