Quality Analyst/Associate

Improve Service capabilities of the agents through monitoring, coaching, mentoring and training and overall development of agents. Ensure the quality target as per the project SLA. Monitor and analyze calls on daily basis to ensure quality standards are met. Preparing weekly reports and coach agents based on evaluation trends Drive compliance and ensure that all process guidelines and policies are followed efficiently and appropriately. Conduct/ participate in weekly calibration sessions with operations/ quality Train new hires on all quality metrics and guidelines Analyse the root causes for the defects identified through the audits using basic quality tools and accurately report the root causes of the defects to the business units(Quality/Operations) within defined deadline of identifying the defects.