QA Analyst

JD QA Analyst Expected Responsibilities: Monitor inbound / outbound call / email responses to assess associates demeanor, technical accuracy, customer service performance. Perform call monitoring for improvising on the quality standards. Timely Audit Cases of Email, Chat, Call and Social Media.

Will be responsible for generating daily, weekly & monthly reports as required. Manage QA Calibration to ensure understanding of QA guidelines. Analyse and report areas of improvement wherever required.

Conduct one-on-one and team QA sessions at regular intervals. Work with the team to improve individual / team scores, leading to high customer satisfaction. Drive quality processes within the team with complete ownership.

Expected Skills: Good written and communication skills. 3-4 years of experience in broking in a similar role. Good time management i.

e adherence to task completion within defined timelines. Excellent with Excel, Familiarity with Vlook...