Quality Analyst Blr - Sumadhura Infracon Pvt Ltd

DEPARTMENT

Sales

LOCATION

Bangalore

JOB TITLE

Quality Analyst

EDUCATION

Any Graduates

Experience

1-6 Years

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Skills Required :

  • Strong analytical ability and Listening skill.
  • Strong and Verbal written communication skills.
  • Conduct regular day on day audits on calls, chats & emails.

Job Description :

  • Audit inbound and outbound calls for each presales team member as per the parameters.
  • Follow call etiquette, ensure quality management is monitored, recorded, shared.
  • Auditing 15 calls in a day.
  • Plan, schedule, prepare reports for strategic review meetings by coordination with Manager.
  • Call connect report every Monday
  • Call status report every Monday
  • Quality, process critical and skill critical score every 15 days
  • Regular interaction with team to enhance competency
  • On demand support.
  • Suggest to the presales manager on team competencies.
  • Plan and implement the training calendar.
  • Review performance one on one.
  • Share the needs of improvement & performing well list with each individual
  • Documenting the FAQs and doing the needed analysis.
  • Preparing scripts and review of the same as and when there are changes
  • Sharing 1 call recording each day to AGM Sales and Marketing.
  • Provide coaching to agents to improve their quality of conversation with customers.