We are looking for an experienced Quality Analyst with strong analytical and coaching skills to ensure high-quality customer interactions and continuous process improvement.
Key Responsibilities:
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Conduct call audits and ensure quality standards are met.
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Identify coaching/training needs and share insights with the Manager.
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Drive effective feedback and coaching sessions with team members.
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Organize and participate in calibration sessions with partner sites.
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Identify improvement opportunities and recommend actionable solutions.
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Prepare reports using Excel (charts, graphs, pivot tables, VLOOKUP, etc.).
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Work comfortably in rotational shifts.
