r3 Consultant
Website:
r3consultant.com
Job details:
Job Title: Quality Analyst
Location: Malad Mindspace, Mumbai
Experience: Minimum 2-5 years in Quality Assurance (BPO, Customer Service, or related fields)
Employment Type: Full-Time
Job Summary:
We are looking for a
Quality Analyst with expertise in monitoring, evaluating, and improving service quality. The ideal candidate should be well-versed with
KPIs, KRAs, and
7 QC tools to drive continuous improvement in process and customer interactions.
Key Responsibilities: - Quality Monitoring & Evaluation:
- Conduct audits of customer interactions (calls, chats, and emails) to ensure compliance with process guidelines.
- Evaluate agent performance based on key quality parameters.
- Process Improvement & Compliance:
- Identify process gaps and provide recommendations for enhancement.
- Ensure adherence to company policies, regulatory guidelines, and best practices.
- KPI & KRA Management:
- Monitor key performance indicators (KPIs) such as Quality Score, Accuracy %, CSAT, First Call Resolution (FCR), and Error Rate.
- Align quality metrics with KRAs to improve overall efficiency.
- 7 QC Tools Application:
- Utilize Fishbone Diagrams, Pareto Analysis, Control Charts, Check Sheets, Histograms, Scatter Diagrams, and Flowcharts to analyze quality trends.
- Conduct root cause analysis (RCA) to address recurring quality issues.
- Training & Feedback:
- Provide actionable feedback to agents and teams.
- Work closely with the training department to design targeted coaching programs.
- Reporting & Insights:
- Generate reports on quality performance and present insights to stakeholders.
- Use data-driven approaches to recommend process improvements.
Required Skills & Qualifications: - Experience: 2-5 years in Quality Analysis within a BPO, Customer Service, or similar domain.
- Technical Knowledge:
- Strong understanding of KPIs and KRAs related to Quality Assurance.
- Hands-on experience with 7 QC Tools and statistical analysis for quality improvement.
- Soft Skills:
- Excellent analytical and problem-solving skills.
- Strong communication and feedback delivery abilities.
- Tools & Technology:
- Proficiency in Quality Monitoring Systems, CRM tools, Excel, and Reporting Dashboards.
Why Join Us?
- Opportunity to work with a fast-growing organization in a process improvement role.
- Work in a dynamic and collaborative environment with exposure to high-level quality processes.
Click on Apply to know more.