Quality Analyst Profile - The Quality Analyst, coordinates and oversees internal Quality operations. In addition, this position establishes and manages relationships between the internal teams, Clients and other stakeholders. This position also promotes a team-oriented environment through people development, strong leadership, continuous improvement, and cross-functional support. Primary responsibility is to ensure Quality Audits are performed as per the agreed plans. Designation: Quality Analyst \xc2\xb7 Department/Process: YouTube \xc2\xb7 Grade: ll \xc2\xb7 Shift Timing: North America Time Zone \xc2\xb7 Preference: Prior experience in eCom, Digital Marketing, Content Moderation \xc2\xb7 Educational Qualification: Graduate from a recognized university Key Responsibilities / Activities Responsible for ensuring the process is free of defects and at the appropriate quality level for production publishing. \xc2\xb7 On time audit completion as per defined targets \xc2\xb7 100% Feedback closure along with call listening sessions \xc2\xb7 Quality score improvement initiatives \xc2\xb7 Knowledge Capture & Transfer (Update dissemination via quality huddles and emails) \xc2\xb7 Work with Process Lead and Training team to produce plans for floor improvement by sharing TNI (Training Needs Identification) \xc2\xb7 Closely working with the Bottom Quartile advisors to bring them up the learning curve. \xc2\xb7 External and Internal Calibrations \xc2\xb7 Regular sessions in line with the compliance and operational requirements \xc2\xb7 In charge of maintaining evaluations completed by the quality team in the central database as defined in the SOP \xc2\xb7 Report performance and statistics through daily weekly and monthly reports submitted to the internal/ external stakeholders \xc2\xb7 Shares compliance expectations, understanding of the Quality guidelines and Complaints management with New Hires and existing staff \xc2\xb7 Provide analysis on areas of opportunity and action plans to improve performance \xc2\xb7 Manages quality related escalations and preparing RCAs with closure with internal/ external stakeholders People & Culture: \xc2\xb7 Manages and takes accountability of grooming advisors to meet process and functional expectations \xc2\xb7 Foster team-work environment \xc2\xb7 Actively engage team members in team building activities \xc2\xb7 Being proactive in identifying learning and development needs of the team members/advisors Experience: \xc2\xb7 2 years & + experience in B2B outbound phone sales/ Backend as a Quality Analyst \xc2\xb7 Proven communication skills (written, verbal, presentation and phone) with the ability to learn applications related to customer service \xc2\xb7 Fair understanding of digital marketing concepts and trends (Preferred) \xc2\xb7 Strong people & team management experience with proven leadership skills \xc2\xb7 Successful track record in supporting Operations and Process Improvisation \xc2\xb7 Should be flexible to to do North America shifts Language Requirements \xc2\xb7 Proficient in English (Written and Oral) Job Types: Full-time, Permanent Pay: Up to \xe2\x82\xb9600,000.06 per year Benefits:

• Health insurance
• Provident Fund

Schedule:

• Rotational shift
• US shift

Education:

• Bachelor\'s (Preferred)

Experience:

• total work: 1 year (Preferred)

Work Location: In person