Quality Analyst – BPO – Redcliffe Labs – Full Job Description

Company: Redcliffe Labs
Location: Uttar Pradesh
Job Type: Permanent, Full-time
Salary: Permanent

Redcliffe Labs: Build together, grow together.

Started as a flourishing start-up, Redcliffe Labs has become a team of 3000+ talented professionals with a mission to present a market space that enables you to help people get the right advice for their health. At Redcliffe Labs, we work hard to get candidates interested in our domains and work culture. We galvanize the employees to become a part of our brand to grow with us. We hire on purpose. What’s yours?

Life @ Redcliffe Labs:

Every employee is a valuable part of the Redcliffe family, and we celebrate the success of every employee and management staff with the same level of gusto. The company is home to more than 3000+ loyal and passionate team members, and the employees are endlessly working towards a common goal. The accomplishment of one project is the victory of a communal team that makes the brand prominent around the globe. At Redcliffe Labs, every team member has one thing in common: their dedication to work and offering unrivaled solutions in the field of healthcare. We’re thrilled to announce exemplary job openings at Redcliffe Labs to bring more industry-driven work to leading brands. The entire team of Redcliffe Labs together is accountable for the success of the company. We are known for our dedication to work to stay one step ahead of the curve.

Opportunities @ Redcliffe Labs:

The journey to becoming the best is not a cakewalk, but the company sets weekly goals that the team celebrates achieving. Every day the management at Redcliffe Labs comes up with unique ways to make their employees’ days more joyful and productive. When it comes to growth, Redcliffe Labs offers limitless opportunities to its employees. Whether it is about enhancing skills or getting rewarded for good work, its goal is to grow together.

Quality Analyst – BPO

Gurugram

1 – Years Experience

Posted on: 4th Feb 2025

Employment Type: Full Time,Permanent

Job Description:

Redcliffe Labs is looking for a dedicated and detail-oriented Quality Analyst to join our team in Gurgaon. This role is essential in ensuring the highest quality standards in customer interactions, identifying process gaps, and driving improvements. The ideal candidate will have strong analytical skills, a proactive approach to problem-solving, and the ability to work collaboratively with cross-functional teams.

Job Responsiblities:

• Conduct regular audits on calls to evaluate hygiene, transaction handling, RCA (Root Cause Analysis), CRM tagging, and other relevant metrics.
• Lead feedback sessions with agents to address performance gaps and offer actionable insights for improvement.
• Generate and maintain daily, weekly, and monthly quality reports to track team performance and trends.
• Publish Pareto analysis (80/20 rule) to highlight areas of process improvement, focusing on key gaps and bottlenecks.
• Conduct New Hire Training (NHT) batch quality sessions to ensure newly onboarded agents meet company standards.
• Lead Mock Call certification sessions to evaluate agent readiness and compliance with quality standards.
• Listen to calls from existing agents and NHT batches, providing valuable feedback to ensure consistent quality.
• Spend at least 1 hour daily on the dialer for monitoring and evaluating ongoing performance.
• Monitor and manage BQM (Business Quality Management) trends, tracking performance across various skills and metrics.
• Perform random checks on the floor to ensure adherence to quality standards in real-time.
• Escalate any major quality concerns to the appropriate departments for prompt resolution.
• Track and follow up on repeat defaulters or agents with recurring performance issues to drive improvement.
• Collaborate with the business team to work on assigned assignments, ensuring completion by the end of the business day.
• Adapt to and implement new strategies or tools for continuous process improvement.

Skills Required:

• Proven experience as a Quality Analyst in a customer service or similar environment.
• Strong knowledge of quality audit processes call center metrics and performance analysis.
• Excellent communication skills both written and verbal.
• Proficient in data analysis and generating detailed reports.
• Ability to identify trends root causes and implement corrective actions.
• Detail-oriented with a strong ability to multitask and prioritize tasks.
• Proficiency in CRM tools and other quality management software.
• Ability to work independently as well as part of a team.

Apply Now