Quality Analyst

Basic Function

The QCA is responsible for monitoring calls/ transactions, reporting, and feedback to the agent.
 
Essential Functions

• Conduct Transaction Monitoring as per guidelines defined in the QSD
• Provide feedback to associates based on monitoring results
• Prepare transaction monitoring reports and ensure timely and accurate reporting
• Conduct ongoing analysis of quality performance and recommend actions for improvement at associate / process level
• Update Prompt with performance data to ensure timely and accurate reporting of SLAs
• Participate in calibration exercises on a regular basis to ensure consistency in measurement.
• Work closely with Trainer / SME and Operations team to conduct team huddles
• Perform transaction processing as per defined policies and procedures
• Co-ordinate all process improvement initiatives with process Black Belt.

Primary Internal Interactions
 

• Trainers / SME
• PE Asst Managers, Lead Asst Managers, Sr. Manager, AVP, VP
• Ops AM, Lead AMs, Managers

Primary External Interactions
 

• Client, for the process quality interactions and calibrations

 Skills

Technical Skills

• Basic knowledge of MS Office – MS Excel, Power Point, Word Doc, Outlook
• Basic knowledge of calls recording system and its usage (NICE, Witness, etc) preferred

 Process Specific Skills

•  Understanding of  QSD (Transaction Monitoring Methodology)
• Calibration on the audit parameters
• Quality Scores
• Minimum process specific skills defined for the associates in the process.

 Soft skills (Desired)
 

• Ability to resolve conflicts constructively

Soft Skills (Minimum)
Functional

• Demonstrates ability to perform tasks in a timely and accurate manner

Leadership

• Fosters a spirit of collaboration and team work

General

• Quantitative and qualitative ability
• Conformance to policies / compliances with auditing skills and eye for details
• Ability to coach and give feedback on an ongoing basis.
• Good written and verbal communication Skills.

Education Requirements

• High School Graduate

 Work Experience Requirements

•  As per IJP requirements
• External candidate: Minimum 1 year of relevant experience in QA role