TCS Gurgaon Hiring for Quality Analyst

Shift: 24*7 flexible, Rotational shift timings as per Business need.

Education Qualification - Graduation in any Discipline

Job Description

• Track Key Quality Assurance Metrics: Monitor key performance indicators (KPIs) related to call quality, adherence to policies, and customer satisfaction. 
• Provide Regular Analytics Reports: Prepare and provide regular reports to the management, highlighting quality metrics and suggesting process improvements. 
• Develop Product Knowledge: Continuously improve your knowledge of products and call center performance requirements. 
• Maintain and Develop Standards: Ensure compliance with internal support and call center quality assurance standards. 
• Review Support Interactions: Evaluate a subset of support agents' conversations (calls, emails, chat, etc.) based on established quality standards. 
• Constructive Feedback: Accompany evaluations with meaningful and constructive feedback to help agents improve their performance. 

Resource Specification 

100% WFO (work from office) 

Willing to work in night and rotational shifts. 

Prior experience in managing quality for

Desired Candidate Profile
Qualifications :BACHELOR OF ARTS