Specialist - Quality Analyst (Mumbai) Job in Mumbai at StayVista

Stayvista is hiring for the role of Specialist - Quality Analyst (Mumbai)!

Responsibility of the Candidate:

• As a Quality Analyst in the Revenue Team, you will monitor and audit voice and chat processes, ensure compliance, and provide timely feedback.
• You will create and update weekly progress reports and announcements, conduct call calibration sessions for agents and team leaders, and provide On-the-Job Training (OJT) to new staff.
• Additionally, you will oversee scheduling adherence and communicate necessary changes to agents, operations, and vendors.

Requirements

• 2-3 years of experience in a contact centre environment with knowledge of inflow forecasting, handle time, and queue management.
• Graduate or equivalent experience.
• Fluent in English with excellent written and verbal communication skills.
• Proficient in Excel and Google Sheets.
• Quick learner with the ability to pick up new tasks and software.
• Skilled in self-management and prioritising workloads to improve processes.
• Detail-oriented, with the ability to identify and correct errors in complex data.
• Strong analytical skills to identify trends and drive continuous improvements.
• Flexible, with the ability to respond quickly to fast-paced changes.