Quality Analyst

Job description

Job Responsibilities (Must have) • Provide active, timely feedback to agents via Call/ID and generate audit trends while meeting audit targets in 80% of available time. • Implement and enforce Quality Monitoring Standards; monitor ID movements and follow-ups and take corrective actions. • Participate in huddles; share error trends, process updates, and technical issues with the team. • Work closely with Assistant Managers and SMEs to drive team and process performance improvements. • Contact dissatisfied customers and provide detailed analysis and remediation recommendations to improve customer experience. • Produce detailed analyses for escalations, product/process launches, and process changes. • Coordinate and facilitate calibration sessions to ensure consistent scoring and adherence to quality norms. • Track quality KPIs and deliver actionable reports for continuous improvement. Job Responsibilities (Desired) • At least one year as a Quality Analyst in an Ecommerce process. • Prior experience in a BPO environment supporting Ecommerce customer service. Criteria (Must have) • Minimum 1 year experience as a Quality Analyst in a similar role; Ecommerce customer service background preferred. • Proven experience in delivering feedback and coaching to drive measurable improvement. • Familiarity with Quality tools and continuous improvement methodologies (Lean, Kaizen, Six Sigma). • Strong analytical skills with ability to prepare detailed QA reports and escalation analyses. Criteria (Desired) • Quality Audit experience in an Ecommerce environment. • Hands-on experience in Ecommerce customer support processes. Shift & Other Details • Shift timings: Flexible shifts; rotating Day and Night. • Week off: 5 days working, 2 days rotational off. Email - Rajpreetb@hexaware.com Contact - 9561724254