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Quality Analyst - Hindi

Roles & Responsibility 

• Perform audits on recorded client interactions and provide evaluation feedback through QMS
• Conduct regular 1:1 or group calibration to ensure evaluations are aligned based on business requirements.
• Support the business in managing and implementing Quality Management standards and processes that are aligned with the global standard and relevant to the local market nuances
• Highlight trends and red flags to the business for better improvements
• Ensure accurate maintenance of sample calls/chats library
• Provide a bi-weekly QA dashboard highlighting QA audits completion and QA trends to all stakeholders.

Requirements
• Degree preferred or equivalent practical experience;
• Minimum of 2 years Quality auditing experience in a call center environment
• Has a clear understanding of Call Center’s quality framework and methodology.
• Excellent interpersonal and communication skills.
• Bilingual – Fluent in English and Hindi language. (speaking and writing) Self-motivated, entrepreneurial, and comfortable dealing with ambiguity.
• Ability to work in a fast pace environment.
• Strong attention to detail.
• Coaching experience is a plus
• Knowledge of digital advertising is a plus
• Experience in performing Root Cause Analysis/drilldown is a plus

Qualified candidates may send their CV directly to Ray at anc4@anchorsearchgroup.com quoting the job title in the Subject line. We regret that only shortlisted candidates will be notified.

Ray Heng R1770642 | Anchor Search Group 17C8528