Quality Analyst - Offshore at iSON Xperiences Limited

The Quality Analyst will be responsible for ensuring excellence in call quality standard. The Quality Analyst will be required to conduct live call monitoring; evaluation of calls; providing constructive feedback through coaching sessions; scheduling and facilitating call calibration sessions as appropriate; preparing quality reports; identifying and implementing quality initiatives for continuous improvement.

Key Skills Needed

• Bachelor degree in related fields of study
• Minimum of 2 - 3 years’ experience in BPO sector managing offshore clients
• High level of confidence and ability to establish communication with others.
• Demonstrated excellent product knowledge
• Ability to develop and influence others
• Good at preparing and analyzing data.
• Proficient in MS word, Excel and Power point. Good coaching skills to be able to provide constructive feedback to Customer Care Executives
• Excellent Communication and organization skills
• Prior Exposure to green belt or yellow belt certification will be an added advantage. 
• Prior experience in managing / handling Quality processes is an added advantage.
• Must be able to install applications on production environment, troubleshoot the issue, taking backups of the data and make necessary upgrades to the system