TP
Quality Analyst Chennai
full-time•Bengaluru
About this role
<p dir="ltr" style="line-height:1.3800000000000001;margin-top:0pt;margin-bottom:10pt;"><span style="font-size:12pt;font-family:'Source Sans Pro',sans-serif;color:#485d65;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Quality Analyst (QA) is responsible for assessing the quality of the performance of our call centre associates who deal with our existing and potential customer. The QA will monitor inbound and outbound call and emails responses to assess associates demeanour, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call centre quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer’s experience. </span></p><p dir="ltr" style="line-height:1.3800000000000001;margin-top:0pt;margin-bottom:10pt;"><span style="font-size:12pt;font-family:'Source Sans Pro',sans-serif;color:#485d65;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Roles and Responsibility</span></p><ul style="margin-top:0;margin-bottom:0;"><li dir="ltr" style="list-style-type:disc;font-size:12pt;font-family:'Source Sans Pro',sans-serif;color:#485d65;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.3800000000000001;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:12pt;font-family:'Source Sans Pro',sans-serif;color:#485d65;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Participates in design of call monitoring formats and quality standards. </span></p></li><li dir="ltr" style="list-style-type:disc;font-size:12pt;font-family:'Source Sans Pro',sans-serif;color:#485d65;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.3800000000000001;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:12pt;font-family:'Source Sans Pro',sans-serif;color:#485d65;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Monitor call and provides data to the management team. </span></p></li><li dir="ltr" style="list-style-type:disc;font-size:12pt;font-family:'Source Sans Pro',sans-serif;color:#485d65;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.3800000000000001;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:12pt;font-family:'Source Sans Pro',sans-serif;color:#485d65;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Uses quality monitoring data management system to compile and track performance at team and individual level. </span></p></li><li dir="ltr" style="list-style-type:disc;font-size:12pt;font-family:'Source Sans Pro',sans-serif;color:#485d65;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.3800000000000001;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:12pt;font-family:'Source Sans Pro',sans-serif;color:#485d65;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Monitor of customer care email responses. </span></p></li><li dir="ltr" style="list-style-type:disc;font-size:12pt;font-family:'Source Sans Pro',sans-serif;color:#485d65;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.3800000000000001;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:12pt;font-family:'Source Sans Pro',sans-serif;color:#485d65;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Participates in customer and client listening programs to identify customer needs and expectations. </span></p></li><li dir="ltr" style="list-style-type:disc;font-size:12pt;font-family:'Source Sans Pro',sans-serif;color:#485d65;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.3800000000000001;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:12pt;font-family:'Source Sans Pro',sans-serif;color:#485d65;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Provides actionable data to various internal support groups as needed. </span></p></li><li dir="ltr" style="list-style-type:disc;font-size:12pt;font-family:'Source Sans Pro',sans-serif;color:#485d65;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.3800000000000001;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:12pt;font-family:'Source Sans Pro',sans-serif;color:#485d65;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Coordinates and facilitates call calibration sessions for call centre staff. </span></p></li><li dir="ltr" style="list-style-type:disc;font-size:12pt;font-family:'Source Sans Pro',sans-serif;color:#485d65;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.3800000000000001;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:12pt;font-family:'Source Sans Pro',sans-serif;color:#485d65;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Provides feedback to call centre team leaders and managers. </span></p></li><li dir="ltr" style="list-style-type:disc;font-size:12pt;font-family:'Source Sans Pro',sans-serif;color:#485d65;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.3800000000000001;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:12pt;font-family:'Source Sans Pro',sans-serif;color:#485d65;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Prepare and analyse internal and external quality reports for management staff review. </span></p></li><li dir="ltr" style="list-style-type:disc;font-size:12pt;font-family:'Source Sans Pro',sans-serif;color:#485d65;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.3800000000000001;margin-top:0pt;margin-bottom:10pt;"><span style="font-size:12pt;font-family:'Source Sans Pro',sans-serif;color:#485d65;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Perform other duties as assigned. </span></p></li></ul><p dir="ltr" style="line-height:1.3800000000000001;margin-top:0pt;margin-bottom:10pt;"><span style="font-size:12pt;font-family:'Source Sans Pro',sans-serif;color:#485d65;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">KNOWLEDGE, SKILL SET & QUALIFICATIONS REQUIRED </span></p><ul style="margin-top:0;margin-bottom:0;"><li dir="ltr" style="list-style-type:disc;font-size:12pt;font-family:'Source Sans Pro',sans-serif;color:#485d65;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.3800000000000001;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:12pt;font-family:'Source Sans Pro',sans-serif;color:#485d65;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Experience for 2-3 years in International Call Centre. </span></p></li><li dir="ltr" style="list-style-type:disc;font-size:12pt;font-family:'Source Sans Pro',sans-serif;color:#485d65;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.3800000000000001;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:12pt;font-family:'Source Sans Pro',sans-serif;color:#485d65;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Bachelor Degree. </span></p></li><li dir="ltr" style="list-style-type:disc;font-size:12pt;font-family:'Source Sans Pro',sans-serif;color:#485d65;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.3800000000000001;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:12pt;font-family:'Source Sans Pro',sans-serif;color:#485d65;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Excellent verbal, written and interpersonal communication skills.</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:12pt;font-family:'Source Sans Pro',sans-serif;color:#485d65;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.3800000000000001;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:12pt;font-family:'Source Sans Pro',sans-serif;color:#485d65;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Outstanding customer service skills </span></p></li><li dir="ltr" style="list-style-type:disc;font-size:12pt;font-family:'Source Sans Pro',sans-serif;color:#485d65;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.3800000000000001;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:12pt;font-family:'Source Sans Pro',sans-serif;color:#485d65;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Focus on quality and customer service</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:12pt;font-family:'Source Sans Pro',sans-serif;color:#485d65;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.3800000000000001;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:12pt;font-family:'Source Sans Pro',sans-serif;color:#485d65;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Exceptional listening and analytical skills</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:12pt;font-family:'Source Sans Pro',sans-serif;color:#485d65;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.3800000000000001;margin-top:0pt;margin-bottom:10pt;"><span style="font-size:12pt;font-family:'Source Sans Pro',sans-serif;color:#485d65;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Ability to multitask and successfully operate in a fast paced, team environment. </span></p></li></ul>
What you'll do
- The Quality Analyst is responsible for monitoring call center associates' performance and ensuring adherence to quality standards. They will also assist in developing quality processes and provide actionable feedback to improve customer experience.
About T3Cogno Private Limited
T3COGNO Private Limited is a HR Services Company that offers end to end HR services and solutions to clients globally. Our vision is - To be a premier global talent services partner that empowers the business and our mission is to provide efficient, impactful and agile services/solutions and make a difference to our clients business. We believe in being an extended service wing for our partners.
We provide Talent Acquisition services including Executive search and Permanent Recruitment at various levels.
T3Cogno acts as a specialized consultant, enabling tailored end-to-end HRO services and is a solution enabler.
Why choose us?
Tailored Recruiting: Our Full Cycle Recruiting service is designed to meet your specific needs, from role design to offer acceptance.
Precision Sourcing & Screening:
We master the art of reaching the right audience, leveraging digital platforms and traditional channels with industry-specific market mapping and benchmarking activities.
Flexible Support:
Whether you need on-demand recruiters or assistance with project-specific hiring, we can scale both Vertically and Horizontally as per demand.
Cost-Efficient & Rapid:
Our Project RPO service is agile and efficient, perfect for seasonal or sudden hiring needs.
Our services streamline your hiring process, save costs, and ensure you attract top talent in an evolving marketplace.
Ready to join T3Cogno Private Limited?
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Frequently Asked Questions
What does a Quality Analyst Chennai do at T3Cogno Private Limited?
As a Quality Analyst Chennai at T3Cogno Private Limited, you will: the Quality Analyst is responsible for monitoring call center associates' performance and ensuring adherence to quality standards. They will also assist in developing quality processes and provide actionable feedback to improve customer experience..
Is the Quality Analyst Chennai position at T3Cogno Private Limited remote?
The Quality Analyst Chennai position at T3Cogno Private Limited is based in Bengaluru, India. Contact the company through Clera for specific work arrangement details.
How do I apply for the Quality Analyst Chennai position at T3Cogno Private Limited?
You can apply for the Quality Analyst Chennai position at T3Cogno Private Limiteddirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.