Quality Analyst

Role brief:

As a Quality Analyst at FREED, you will be responsible for recommending implementing and monitoring preventive 

and corrective actions to ensure the Quality Assurance Standards are constantly maintained. 

Role description:

• Audit associate calls and share timely feedback.

• Coach, guide and mentor associates on importance of soft skills and product knowledge. 

• Assess gaps that hinder service and conversion impacting overall quality of the call.

• Maintain and contribute to overall Quality through direct communication and support from Training.

• Liaise with Operations to understand pain areas on a weekly and monthly basis to plan audit behavior and 

frequency.

• Publish reports on a daily, weekly, monthly on associate/team performance to keep all leaders informed.

• Conduct an RCA and publish an RCA report or mail to Operations Manager in case of client escalation.

• Inform Training of all client/customer escalations to enable intervention and add takeaways to the 

curriculum.

• Run reward and recognition-based audit programs in association with Operations.

• Encourage the associates perform better through correct feedback technique and constant 

presence/interaction on the production floor.

• Conduct continuous internal/external calibrations and publish variance report as per requirement.

Key skills:

• Customer driven mindset

• Willingness to contribute meaningfully to the process

• Ownership and accountability

• People skills

• Excellent feedback, coaching and communication skills

• Eye for detail (TNA)

• Organizing and basic data analysis skills

• Prioritization and Time management

• Typing, computer and navigation skills

• Working knowledge of Excel

Why join us?

• To be a part of India’s 1st debt relief platform with customer-first approach

• To work in a fast-paced and values driven environment

• Work with industry experts having extensive domain experience in Domestic and International markets