Job openings for quality analyst in pune

OPENINGS FOR QUALITY ANALYST
Qualification: - Graduate
Experience: - Candidate must have at least 2 yrs. Experience in quality analyst.
Candidate must be good in communication n must have strong IT skills
Salary:- 3L PA To 3.5LPA
Location: - Viman nagar, Pune
Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call center.
Associates who deal with our existing and potential customers. The QA will monitor inbound and outbound call.
and emails responses to assess associates' demeanor, technical accuracy, customer service performance, and
conformity to company policies and procedures. This individual will assist in developing, creating, and
implementing call center quality processes and procedures; as well as making recommendations for enhancements
to training materials as needed to enhance the overall XOOM Energy customer’s experience.
• Participates in the design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to the site management team.
• Uses quality monitoring data management system to compile and track performance at team and
• Individual levels.
• Performs monitors of customer care email responses.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for call center staff.
• Provides feedback to call center team leaders and managers.
• Prepares and analyzes internal and external quality reports for management staff review.
Perform other duties as assigned.
• KNOWLEDGE, SKILL SET & QUALIFICATIONS REQUIRED
• 2-3 years Call Center Experience
• Bachelor Degree a plus
• Excellent verbal, written, and interpersonal communication skills;
• Outstanding customer service skills and dedication to providing exceptional customer care;
• Must be self-motivator and self-starter;
• Focus on quality a

About Company