Quality Analytics Specialist

Mount Talent Consulting
Posted on
Mount Talent Consulting logo
Experience
1 - 3 yrs
Job Location
Gurugram, India
Vacancy
1
Designation
Data Analytics Specialist
Job Type
ONSITE

Job Description

Job Summary:
  • We are looking for a data-driven and detail-oriented Quality Analytics Specialist to join our BPO operations.
  • In this role, you will be responsible for monitoring, measuring, and analyzing the quality of service delivery.
  • You will use data analytics to identify areas of improvement, enhance customer satisfaction, and drive performance excellence within our BPO teams.
  • This role is crucial for maintaining high service standards and operational efficiency.

    Key Responsibilities :
  • - Monitor and analyze key quality metrics to assess team and individual performance.
  • - Generate regular reports on quality scores, call driver analysis, and customer feedback.
  • - Identify performance gaps and collaborate with operations teams to develop action plans for improvement.
  • - Analyze customer feedback to identify trends and insights for process improvement.
  • - Participate in calibration sessions to ensure consistency in quality evaluation.
  • - Conduct root cause analysis on quality deviations to prevent recurrence.

    Required Qualifications:
  • - Bachelor's degree in Business Administration, Communications, or a related field.
  • - 2-4 years of experience in quality analysis or quality assurance in a BPO or contact center environment.
  • - Strong proficiency in data analysis tools and reporting (Excel, PowerBI, or similar).
  • - Excellent understanding of BPO metrics and quality standards.
  • - Strong analytical and problem-solving skills.

    Preferred Qualifications:
  • - Six Sigma certification.
  • - Experience in a supervisory or team lead role.
  • - Knowledge of customer service best practices and contact center technologies.

    Key Competencies:
  • - Analytical Thinking: Ability to interpret complex data and translate it into actionable insights.
  • - Attention to Detail: Meticulous in monitoring and evaluating quality metrics.
  • - Collaboration: Works effectively with operations teams to drive improvement.
  • - Process Improvement: Focused on identifying and implementing process enhancements.

    • No Referrers Available

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