Quality Analyst (QA)

Posted on: 17-Jan-2023
Vacancies: 15
Salary: ₹0.00 - ₹0.00
Expires on: 30-Apr-2023
Location: Kolkata, West Bengal, India

Requirements


We are looking for a Quality Analyst to join our team, someone who is diligent about quality and continuous improvement. The role will have the responsibilities including, but not limited to:

Ensuring the team's quality KPIs to meet clients expectations.

  • Maintain platform to QA all TMs and keep a record of KPIs: CSAT, Quality Scores, Attendance, and liaise with Team Lead for productivity
  • Work with TL and moderators on ways to improve performance KPIs
  • Investigate errors and conduct sample moderations, ‘call out’ moderators, and conduct weekly 1on1s.
  • Calibrate and refresh/train team on required policy 

Responsibilities



  • Must be a confident communicator and be able to build rapport with the team
  • Adaptive Capacity, Self-Starter/Initiator, Coachable, Metrics Capable, Quality/Accuracy, Critical Thinker/Problem-Solver, and Accountable.
  • Must have a genuine interest in people and concern for customers.
  • Be energetic and have the ability to thrive in a fast-paced dynamic environment.
  • Can shift modes easily and interact with all walks of life.
  • Keep records of issues/problems for further investigation.
  • Follow communication procedures, guidelines, and policies

Qualification



  • Good English communication skills and a sense of responsibility
  • Minimum 1 year experience as Quality Analyst/Assurance in any sector
  • Good English communication skills.
  • Good computer skills (familiar with MS Office & Google applications).
  • Experience in customer service.
  • Excellent interpersonal skills.
  • Attention to details and desire to learn
  • High sense of responsibility and enthusiasm.
  • Ability to work independently and in a team.
  • Flexible, adaptable to new changes.
  • Familiar with smartphone/ mobile device/mobile applications
  • Experience in device/application troubleshooting is highly preferable.
  • Graduate with any stream