• 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.

REQUIRED QUALIFICATIONS/SKILL SET:

• 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.