Quality Analyst

Job Category: Customer Support
Job Type: Full Time
Experience: 1-5 Years
No of Opening: 1

Job description

We are looking for Quality Analyst for international Travel Process.

Job Location- Noida Sector – 59

Shifts- 24X7, 6 Days working

Process Type- Travel Sales & Customer Service process.

Job Responsibilities:

  • Experience/Knowledge of 7 QC tools. Pareto Analysis, Check Sheet, Fishbone, WHY-WHY Analysis, Dip Checks, Feedback & Coaching, Call Monitoring experience. CSAT, NPS and AHT.
  • Able to effectively meet contractual SLAs pertaining quality audit targets
  • Deliver feedback on all audited transactions within the specified timelines
  • Conduct Team briefings on performance, qualitative inputs, process updates, top errors identified through monitoring, Q&A
  • Lead Calibration & call listening sessions with cross function teams to ensure quality standards are maintained
  • Experience/Knowledge of 7 QC tools. Pareto Analysis, Check Sheet, Fishbone, WHY-WHY Analysis, Dip Checks, Feedback &Coaching, Call Monitoring experience. CSAT, NPS and AHT.
  • Ability to coach at an agent level & review performance on the end metric – CCR, C-SAT
  • Visual Management – Team wise daily and MTD scores on Quality, CSAT, CCR To help in identifying gaps in the Process or Technology & make recommendations to streamline the same.
  • Knowledge, Skills, Other Abilities:
  • Excellent oral, written and interpersonal communication skills
  • Exceptional listening and analytical skills
  • Excellent command on MS Excel/Advance Excel.

Perks and Benefits


PF/Insurance/TA

performance- based incentives.

Contact – 9205605457 (Call / WhatsApp)

Email- Kuldeep.saxena@affixious.com

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