Overview
Quality Analyst – Voice Process Jobs in Pune District, Maharashtra, India at r3 Consultant
Title: Quality Analyst – Voice Process
Company: r3 Consultant
Location: Pune District, Maharashtra, India
Quality Analyst-Voice process
Location: Hinjewadi, Pune
Roles and Responsibilities:
● Develop and maintain internal support and call center quality standards
● Review a subset of sales agents' interactions (calls, emails, chats, etc.)
● Provide meaningful and constructive feedback on evaluations
● Discuss and explain feedback with agents in regular meetings
● Create strategies to improve support KPIs
● Assist agents in enhancing their performance through specific guidance and ongoing support
● Identify training and onboarding needs and initiate related projects
● Generate reports that reflect support performance
● Report the support team’s performance to senior management
● Participate in calibration sessions to ensure consistency in internal evaluations
● Contribute positively to team culture
An ideal candidate should have:
● Minimum 2 years of hands-on experience in quality assurance within customer service or sales
● Proven track record of analytical skills.
● Experience with US Healthcare Compliance, onboarding audits.
● Experience with proctoring monitoring.
● Strong communication skills, including the ability to deliver (negative) feedback effectively
● Excellent people skills and the ability to build rapport
● Good organizational skills and knowledge of goal-setting practices
● Experience with data visualization and understanding of support metrics
● Problem-solving capabilities to create meaningful strategies to improve support quality
Perks and Benefits:
● Opportunity to work on a highly critical role, which will have a direct and big impact
● A learning environment with supports looking at problems in unique ways
● Collaborative and diverse team which values mutual respect and clear communication
● Challenging work so that you can keep your brain healthy
