Roles and Responsibilities:
Meeting the audit targets aligned.
Quality Check of the leads generated by the operations / data research team members.
Sharing of Feedback with the advisors / research analysts.
Participates in design of call monitoring formats and quality standards.
Uses quality monitoring data management system to compile and track performance at individual level.
Provides actionable data to various internal support groups / stakeholders as per the requirement.
Coordinates and facilitates call calibration sessions for staff.
Prepares & analyses internal & external quality reports for the management staff.
Provide training and coaching to the new team members.
Maintenance of reports including Productivity, Quality and SLA.
Maintaining Data work and Presentation.
Desired Skills and Experience
International Call Monitoring Experience/ Minimum of 1 year prior B2B Experience as Quality Analyst.
Excellent oral, written and interpersonal communication skills.
Exceptional listening and analytical skills and Decision making Skills.
Knowledge of Sales Navigator, Zoom Info, etc. will be an added advantage
Experience
Min 1 year of on paper experience as a QA in the B2B domain.