Quality Analyst

Roles and responsibilities:- Monitor the calls of each advisor and provide immediate feedback to them in case of critical errors and non-critical errors - Determine whether the agents maintain a pre-determined and acceptable level of contact handling through monitoring and test contact evaluation. - Report contacts handling performance and statistics through monitoring and test contact evaluation. Also share daily, weekly, and monthly reports submitted to the Quality Assurance Supervisor. - Will be responsibility to meet Quality related service level monthly - Randomly monitor calls to ensure Client/TP standards are maintained. - Need to manage BAU, Business intelligence audit and other compliance audits as per business requirement - Provide regular feedback to team Members regarding the performance of the team and any issue that needs escalation. - To work together as a team and achieve the targets set by clients - Need to be flexible and motivate the team at regular intervalsINFORMATION SECURITY:- Understand and Comply with Information Security Policies and Procedures and report all security incidents.Key Skill Set:- Good analytical skills - Ability to do multi-task - Ability to work well in and promote a team environment - People Management skills - Good communication skills are requiredCritical Competencies:- Customer Service - Good analytical skills - Must be very good with data representation - Must be very good with MS Excel - Time Management - Ability to multi-task

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