QUALITY ANALYST LEAD ROLE:
Complete quality checks as per quality check plan
Listen and assess live calls or recorded calls to ensure compliance with internal policies
Check for customer satisfaction metrics and regulatory standards
Evaluation based on tone, professionalism, resolution effectiveness and communication clarity
Complete the feedback loop and ensure verbal feedback is closed for all
Daily/Weekly reports to be shared with all analysis and results
Do cross evaluation with clients to ensure these are no process gaps
Take huddles/briefs for the team and work towards bridging knowledge gaps
Understanding of utilities and associated market participants
Identify Factors important to clients
Handle customer complaints
Ensure customer-based quality parameters are measured and tracked
Apply lean six and Sigma practices to resolve ongoing issues
Ensure privacy is for the customer related information /assets
KNOWLEDGE AND EXPERTISE:
Experience in managing ownership of issues and overall customer experience
Has an experience as working as a Quality Auditor for at least 12-24 Months
SKILLS:
Strong Communication and Analytical skills
A Quick Learner: The Qualities of a QA analyst must have a global overview of the company
Attention to detail
Analytical
Empathize
Strong relationship building skills
Multaskin
