Quality Analyst

CRM/Call center Gurgaon, Haryana


Role Purpose:

  • To Barge, Snoop and audit calls and to share feedback to CCE.
  • Work on improvising the scripts used at various exit funnels.
  • Working on Objection handling scripts and skills of CCE’s.
  • Coaching agents on areas of improvements like pitching part / Need generation / Rapport building / etc.
  • Case Investigation / Escalation management by CRM Team and Clinic team.
  • To handle / deal with dissatisfied customers by calling them or taking 2nd Voice to set examples.
  • To manage process updates / changes & maintain process documentations on ongoing basis.

Key Responsibilities

  • Measures employee performance via recorded monitoring (Call audits)
  • Measures process performance via data (data audit)
  • Analyzes performance trend from audit data
  • Ability to handle multiple tasks at a time.
  • Works with manager CRM on employee coaching & development to enhance or correct the behaviors that lead to excellent Customer Service & Sales skills including process improvents.
  • Responsible for timely closure of audit targets & reports.
  • Works on a variety of assigned special projects & reports.
  • Ability to plan & prioritize work.
  • Must be effective and efficient working in a team environment

Profile sought and key requirements

  • Experience of 3+ years in a Quality Assurance environment in a call centre. Demonstrated ability in achieving targets.
  • Good knowledge of MS word, excel and power point.
  • Ability to manage changing priorities, meet deadlines and adapt to a changing business environment
  • Excellent communication skills both written and verbal.
  • Good problem solving & decision making skills with efficiency to find flaws – Process/Delivery.
  • Must be self motivated, detail oriented with good knowledge of Feedback sharing Techniques.
  • Candidate with experience in training new hire batches & based out of Gurgaon will be preferred.

Department: CRM

Shift: 6 days working – Mon to Sat – 10 am to 7 pm

Language(s): English, Hindi and Kannada (mandatory)