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**