Quality Analyst

Quality Analyst - Globiva, Gurugram

Globiva is seeking a Quality Analyst for an immediate opening in Gurugram. Prior BPO experience is a mandatory requirement for this role.

Job Location: Sector 18, Gurgaon, Haryana

Work Schedule: 6 days a week, 9-hour shifts. Please note that no cab facility will be provided.

Role and Responsibilities

• Conducting thorough audits of calls and analyzing service requests.
• Preparing daily dashboards and analyzing reports and data.
• Communicating daily reports and quality scores to the team.
• Providing one-on-one feedback to agents based on audit findings.
• Participating in internal and external calibration sessions with Quality and Operations teams.
• Analyzing service requests and generating Root Cause Analysis (RCA) reports.
• Performing data analysis and creating designated reports.
• Collaborating with the Operations team to develop overall process improvement strategies and quality plans.
• Monitoring adherence to telephone etiquette, hold procedures, and resolution effectiveness for customer requests.
• Identifying and highlighting issues according to quality parameters.
• Conducting refresher and quality training sessions as needed.
• Identifying fatal and non-fatal errors impacting the process and implementing corrective/preventive actions.
• Identifying areas for improvement and preparing processes to meet desired quality standards.
• Ensuring compliance with internal policies, procedures, and regulatory requirements.
• Conducting quality sessions for New Hire Training (NHT) batches.
• Providing regular performance feedback to supervisors and managers regarding executive performance.
• Auditing calls for trainees during their training and On-the-Job Training (OJT) periods.

Mandatory Requirement: BPO experience is essential.

Compensation and Contact

Salary Budget: ₹28,000 to ₹32,000 CTC per month.

Interested candidates are requested to share their CV with HR Dheeraj at 7859975043.