Quality Analyst

Skills: Strong ability to identify specific behavior patterns by listening to calls or written transactions

Experience: at least 1 year of experience as a Quality Analyst in a BPO

We at Coforge are hiring a Quality Analyst with the following skillset:

• Monitor, evaluate and score calls against established quality assurance instruments and standards
• Review, evaluate, and score open and closed customer issues tickets against established quality assurance instruments and standards
• Participate, as needed, in calibration sessions, employee communication sessions, and/or creation of communication tools
• Supports and communicates business goals, quality standards, processes and procedures and policies
• Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability and other key metrics as determined
• Undertakes wor...