Quality Assurance Analyst

First American (India) is hiring for the role of Quality Assurance Analyst!
📍 Location: Bangalore
🏢 Work Mode: In Office
💼 Job Type: Full Time
📅 Working Days: 5 Days
💰 Salary: Not Disclosed
Responsibilities:
• Participate in designing call monitoring formats and quality standards.
• Perform call monitoring and provide trend data to the site management team.
• Use quality monitoring systems to track team and individual performance.
• Monitor email responses.
• Participate in customer and client listening programs.
• Provide actionable data to internal support teams.
• Coordinate and facilitate call calibration sessions for call center staff.
• Provide feedback to team leaders and managers.
• Prepare and analyze internal and external quality reports.
• Help create goals for process leads and team members.
• Identify performance gaps and bring them to the attention of management.
• Recommend corrective action plans based on training needs analysis.
Requirements:
• Minimum 2 years of call center experience
• Bachelor’s degree or equivalent
• Excellent verbal, written and interpersonal communication skills
• Strong problem-solving and issue-resolution skills
🎯 Area: Quality Management