EXPERIENCE - 2 Years - 4 Years QUALIFICATION - Graduate ( 50 % Mandatory ) JOB DESCRIPTION - The job role of a Quality Analyst is to enhance the competencies of individual employees by monitoring and auditing employees customer interactions to accelerate employees workplace performance. The Quality Analyst is responsible to help implement the businesss strategic objectives and performing training needs assessments to enhance the floor quality. KEY RESPONSIBILITIES - Develop a "scorecard" that will be used to measure the Quality metrics Determine whether the Customer Service Experts maintain a pre-determined and acceptable level of contact handling through monitoring and test contact evaluation. Report contact handling performance and statistics through daily and weekly reports submitted to the Quality Assurance Supervisor. Conduct remote monitoring sessions with Client, thus completing performance summaries that will be submitted to the Quality Assurance Supervisor and the Quality Assurance Manager. Record feedback and let the Customer Service Expert know about his/hers areas of developments. Coach and counsel agents to modify their performance/behaviour to facilitate a high level of customer service. Identify the calls failing to meet predefined standards and get the root cause of why.