Process : BPO (Contact Center) - Senior Quality Analyst - Domestic Process
Location: Mihan, Nagpur, Maharashtra, India
Relocation cases are accepted with all the relocation benefits.
Job Duties/Responsibilities:
Providing active feedback to agents through Call/ID & generating audit trends as defined or as per critical needs
Implementing Quality Monitoring Standards & Monitoring ID movements/follow-ups taking corrective measures towards improvement
Participate in huddle sessions, share inputs with Team members related to error trends, process updates and technical issues. Working in close tandem with Assistant Managers and SME's on the process for an excellent team and process performance
Quality Analysts contact all the dissatisfied customers and provide a detailed analysis to improve customer experience.
required to provide detailed analysis for escalations, product and process changes/launches.
Coordinate for calibration sessions and adherence towards enhancing calibrated process performance
Execute and follow-up on the Coaching & Action Plans
Work on the latest quality tools
Ensure Learning and delivery through implementation of Quality tools for achieving internal and client goals on process quality performance
Performance Analysis depending on client & process requirements
Would have a target on monitoring xxx number of calls/ID each per week, remain up to date with the process and trend of calls as well as demonstrate standards of excellence on process and procedure knowledge
Qualifications:
HSC or Graduate
Mandate Skill Sets:
Experience on feedback and coaching techniques, ensuring improvement of the process through Quality tools
Work Experience:
Should have been a Quality analyst for at 6 month.
Experience in call center environment is a must
Soft skills required:
Good communication skills
Self-motivated and a good people management skills
Excellent Written Communication
Understanding of the customer centricity and process dynamics
Good client interfacing skills
Monitoring Skills
Ability to be at the service of the internal client.
Interested candidates can send their CV's on with Subject line : Quality Analyst or call on