What We Offer:

• Transportation allowance
• Canteen Subsidy
• Night Shift allowance as per process
• Schedule Attendance Bonus
• Health Insurance
• Tuition Reimbursement
• Incentive components campaign wise
• Work Life Balance Initiatives
• Rewards & Recognition
• Internal movement through IJP

What You’ll Be Doing:

• Analyze Transactions – Review and evaluate interactions across multiple communication channels (Chats, Calls, and Emails, etc.)
• Evaluate agent performance against established quality standards, including tone, accuracy, professionalism, and compliance with company policies.
• Identify strengths and areas for improvement. Provide actionable insights, necessary feedback and recommendations to leadership for process improvement, training needs, and operational efficiencies.
• Ensure follow-ups of any kind of compliance errors, auto-failures, and unethical sales with Operations. Document and report findings related to customer service interactions and identify recurring issues.
• Keep up to date with changes to regulations or company policies and integrate these into the evaluation process.
• Strong attention to detail with the ability to assess and analyze information accurately.
• Initiate and own calibrations with Operations, Clients etc.
• Strong knowledge of customer service principles, call center operations, and performance metrics
• Be open and responsive to consistent coaching, take an active role in performance planning and goal setting.
• Acts as a role model at all times, adhere to high ethical standards.
• Take responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development.
• Be flexible in an environment by championing and embracing change. Further, it may shift adjustments depending on Operations and client requirements.

What We Expect You To Have:

• Graduate or equivalent.
• A minimum of a High School Diploma/high school grade 12 education , GED or equivalent is required.
• Proven experience in an Analyst or Quality Assurance role, ideally within a Contact Center environment is an added benefit.
• Effective communication skills are essential for ensuring that quality standards are met and that issues are reported and resolved in a timely manner.
• Working knowledge of Lean and Six Sigma methodologies would be an added advantage.
• Computer proficiency in MS Office – Outlook, Word, Excel, and PowerPoint.
• Good oral & written English skills and interpersonal communication skills
• Exceptional analytical skills.
• Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
• Ability to effectively organize, prioritize, multi-task and manage time.
• Ability to work independently.
• Excellent attention to detail.
• Ability to exercise strict confidentiality in all matters.