• Transportation allowance
• Canteen Subsidy
• Health Insurance
• Tuition Reimbursement
• Incentive components campaign wise
• Work Life Balance Initiatives
• Rewards & Recognition
• Internal movement through IJP

WHAT YOU’LL BE DOING:

• Process Development & Optimization: Take accountability of campaign audit from launch to smooth running of audits, sending out periodical reports, daily feedback etc.
• Communication across Department: Will interact with PI to launch the audit process for new campaigns assigned by Insights Leader/Sr. Insights Leader. Will interact with Operations to ensure that the expectations in terms of QA support to the campaigns are met.
• Quality Assurance Oversight: Design Audit Forms, get it approved by Ops and Client and place it online in QEval. Initiate MI/BI studies as and when required. Take initiatives for process improvement.
• Data Analysis & Reporting: Conduct regular analysis of QA metrics, trends, and performance data, prepare reports for senior leadership and provide actionable insights to improve service quality.
• Coaching & Feedback: Provide constructive feedback and coaching to agents based on QA evaluations, helping them improve their performance and customer interactions.
• Training: Train and develop new Analysts and/or Lead Analysts, ensuring they are equipped with the knowledge and tools to evaluate and support agents effectively.
• Cross-Department Collaboration: Work closely with team leaders, supervisors, and other departments to ensure QA findings are addressed and best practices are integrated into daily operations.
• Develop QA Standards: Establish and maintain clear quality standards, ensuring they align with the company’s customer service goals and objectives.
• Process related activities: Understand the SLA of the campaigns in terms of QA support and ensure that those are met. Initiate MI/BI studies as and when necessary.
• Meetings & Calibrations: This includes internal and external client meetings and calibration sessions – where the Lead Analysts II will help in setting up calibrations and provide all assistance to Analysts and Lead Analysts in maintaining a smooth calibration process
• Root Cause Analysis: Identify recurring issues or patterns in customer interactions, conducting root cause analysis to recommend improvements or training needs.
• Customer Satisfaction Focus: Ensure that the quality assurance process is aligned with the goal of delivering superior customer experience, helping the team meet KPIs such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), and First Call Resolution (FCR).
• Reporting & Documentation: Maintain accurate records of QA findings and agent performance. Provide periodic reports and insights on team performance, trends, and opportunities for improvement.
• Core Leadership tasks: As a leader within EI, responsible for overseeing a team of direct reports. Further, carrying out supervisory duties in alignment with the organization’s policies and applicable laws, such as interviewing, hiring, and monitoring employees. Additionally, coach and develop team members, plan, assign, and direct work, appraise performance, and address employee concerns, while also rewarding and disciplining as needed to resolve issues and ensure smooth operations.

WHAT WE EXPECT YOU TO HAVE:

• Minimum of 3 years’ experience in quality management or contact center operations
• A minimum of a High School Diploma/high school grade 12 education (offshore locations), GED or equivalent is required.
• Proven experience leading a team, coaching, and providing performance feedback.
• Strong understanding of customer service principles and quality assurance standards.
• Familiarity with contact center technologies (CRM systems, call monitoring tools, reporting software).
• Excellent interpersonal, problem-solving and decision-making skills.
• Attention to detail and ability to identify trends and gaps in service quality.
• Ability to work independently and collaboratively in a fast-paced environment.
• Maintain a minimum 95% schedule adherence of self and the team.
• Must be accessible, available and flexible with shift timings.
• Personal: Excellent Written, Verbal English Communication skills and Excel (Data Analysis) are a prerequisite.
• Proven experience with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams, etc.).
  • Strong proficiency in Excel, including functions, formulas, data analysis, and reporting.
  • Experience with Word formatting and document preparation.
  • Ability to create and manage PowerPoint presentations and slideshows.
• Excellent time management and organizational skills.
• Basic SQL (Structured Query Language) & Python knowledge is essential for working with databases, extracting data, performing data analysis, data manipulation and automation
• Sufficient knowledge on Data Visualization and Storytelling to present complex data in accessible, persuasive and impactful ways and engage the clients/audience
• Accustomed to Common Statistical Functions that allow them to effectively analyze and interpret data, derive insights and make informed decisions.
• Advanced Analytics – Data mining techniques: this includes familiarity with uncovering hidden patterns in data, such as regression analysis, clustering or decision trees.
• Proficiency in BI tools requires analyzing and present data effectively.