Quality Analyst

Job duties:
1. Prepare MIS/reports.
2. Performing training need analysis.
3. Process improvement.
4. Facilitating and leading calibration sessions.
5. Improving performance through interventions.
6. Continuously develop team capability by providing ongoing development, actively managing talent and embedding consistent feedback loops based on customer insights.
7. Responsible for the consistent documentation of SOP across all processes in the contact center.

Organizational Duties:
1. Identify ways to improve skill issues that face the team , and action accordingly.
2. Participate in companywide projects/assignments, which could include working on curriculum updates/revisions.
3. Metrics for performance measurement.
4. Ensure adherence to feedback TAT / target
5. Audit accuracy.
6. QA quality score.
7. Accuracy and timelines of reports.
8. Organizational / Strategic - Should abide to company policies and display Company's core values. Align self to organizational goals.
9. Conducting process related checks/audits.