Quality Assurance Analyst/Quality Coach POSist Technologies
POSist Technologies
Office Location
Full Time
Experience: 0 - 0 years required
Pay:
Salary Information not included
Type: Full Time
Location: All India
Skills: quality monitoring, Call monitoring, Analytical skills, Training, coaching, Compliance, Communication skills, presentation skills, Microsoft Office, Typing speed, Troubleshooting, customer interactions, Problemsolving, Customer Centricity, Technical knowledge
About POSist Technologies
Job Description
The primary responsibility of the Quality Analyst is to perform quality monitoring of customer interactions via calls and emails, and provide actionable insights for corrective action. By monitoring calls, the QA analyst gathers information to enhance employee performance across different departments. An evaluation form will be utilized to accurately capture information and document interactions. It is essential to regularly train employees on quality policies and procedures, which can be conducted either as a group or individually. The Quality Analyst should exhibit strong attention to detail, analytical skills, and problem-solving abilities to be successful in this role. Key Responsibilities: - Manage team performance in alignment with specific quality standards. - Continuously evaluate and document performance through call monitoring and assessment using predefined evaluation forms. - Demonstrate strong attention to detail and possess analytical and problem-solving skills. - Train, motivate, coach, and provide corrective feedback to employees to ensure adherence to standards and support their professional development. - Maintain ongoing compliance with quality and company standards. Ideal Candidate Profile: - Mandatory excellent communication skills, both written and verbal. - Proficient presentation skills and knowledge of training techniques. - Strong computer skills, including proficiency in Microsoft Office applications such as Word, Excel, and PowerPoint. Average typing speed is required to maintain efficiency in documentation processes. - Ability to develop training program content. - Previous experience demonstrating a passion for customer-centricity will be an advantage. Minimum Qualifications: - Technical proficiency in Windows and computer hardware troubleshooting. - Optional: 1 to 1.5 years of experience as a Customer Service Representative. - At least 0.5 years of experience as a Quality Analyst/Quality Coach.,