Role and Responsibilities :
- Responsible for Transactional Monitoring Calls/Chats/Emails
- Provide feedback to agents using prescribed feedback model to improve quality scores and C-Sat Scores.
- Conduct one to one Feedback sessions for Associates
- Mentoring and coaching agents on Quality adherence and parameters.
- Monitor adherence to compliance procedure and processes
- Design and develop Training modules for Process improvement.
- Conduct Refresher training based on the errors identified
- Conduct Training sessions for Teams for Quality improvement
- Perform brainstorming and root cause analysis to analyze data to provide suggestions to operation/management team
- Perform Case studies and Root cause Analysis to identify gaps and Suggest improvement plans.
- Identify and highlight potential risk areas and recommend preventive action
- Maintaining a robust monitoring system to ensure key program metrics are adhered to and required level of quality is maintained across the board
- Data analysis and maintaining designated Reports/Dashboards.
- Should be able to identify gaps and provide insights for process improvements
- Identify trends and recommend opportunities for improvement
- Should be able to mentor budding Quality Analysts.
Qualification and Experience:
- Bachelors Degree (Mandatory)
- B. Tech (Comp. Science) degree preferred.
- Excellent English Reading & Writing Skills
- Good academic Record.
- Experience Minimum of 3 years as Quality Analyst in a Technical/Tech Sales process.
Other Details :
- Salary as per industry norms
- 5 days a week working
- 9 hours shift
Job Location - Udyog Vihar, Gurgaon
Didn’t find the job appropriate? Report this Job