Quality Analyst (Non Voice)

ResponsibilitiesMonitors all interactions (calls, emails, Salesforce logs, XL sheets) and ensures accuracy of the same with on-time/immediate feedback to the floor.Coordinates and facilitates call calibration/training sessions for call center staff.Publishes quality trends, feedback and improvement / enhancement reports.Conduct quality monitoring and coachingDeal tactfully and courteously with clientsProduce Quality reports and dashboards such as TNI, Pareto etc.Drive process improvement and ensure process compliance.Contribute to the development of the short and long term goals of the process.Ensure quality and CSAT targets are met at all times.Drive first call resolution and quality initiatives in the program.RequirementsMinimum 1-2 years experience as a QA in both inbound and outbound projectsPreferred: Candidate must possess at least a Bachelor's/College Degree, any fieldExperience in handling a Logistics program (non voice) is preferred.SkillsetExcellent oral, written and interpersonal communication skills.Exceptional listening and analytical skills.Intermediate level of knowledge in MS-Office. Works accurately and with an eye for details.