Quality Analyst / Sr. Quality Analyst

Department: Quality 

Summary

The Quality Analyst would be responsible to uphold stringent internal quality standards. S/he would be responsible for call quality audits and provide feedback to the executives. S/he would closely work with other team/s to identify process & productivity improvement opportunities.

Responsibilities

• Listen to B2B lead calls & qualify them as per pre-defined quality parameters applicable to the specified campaign under audit.
• Coach & mentor executives to help them improve their productivity, quality etc.
• Identify training & development needs of executives and effectively design & deliver impactful training programs in consultation with delivery & HR team
• Identify any operational challenges and effectively represent the same with a view to improve internal quality/delivery/operations processes
• Work closely with other functions with a view to optimize productivity of available resources
• Publish lead report – A report on the no. of leads qualified or disqualified